HomeMy WebLinkAbout2005-07-05 Support Documentation Town Council Evening SessionTOWN COUNCIL
EVENING SESSION AGENDA
6:00 P.M. TUESDAY, JULY 5, 2005
VAIL TOWN COUNCIL CHAMBERS
75 S. Frontage Road W.
Vail, CO 81657
NOTE: Times of items are approximate, subject to change, and
cannot be relied upon to determine at what time Council
will consider an item.
1 • ITEMITOPIC: Citizen Input. (10 min.)
2. Greg Hall ITEMITOPIC: Construction Update. (5 min.)
3. Matt Mire ITEMITOPIC: Conference Center Ballot Language. (20 min.)
Dee Wisor
ACTION REQUESTED OF COUNCIL: Review the REVISED
DRAFT ballot questions contained in the Council packets, discuss
any desired changes to the DRAFT questions, and provide
direction to staff with regard to preparation of a final draft of the
ballot questions for approval by Council.
BACKGROUND. RATIONALE: At the regular meeting of June
21, 2005, Council directed staff to revise the draft ballot question
and to bring back alternative questions.
STAFF RECOMMENDATION: Discuss the draft ballot questions,
receive public comment on the same and provide direction to staff,
via motion, with regard to any desired changes to the questions.
4• ITEMITOPIC: Consent Agenda. 06.07.05 & 06.21.05 Minutes. (5
- - min.)
5. TRAHC Board ITEM/TOPIC: Timber Ridge Affordable Housing Corporation
(TRAHC) Board Update. (10 min.)
6. Dwight Henninger ITEMITOPIC: I-70 Noise Quarterly Update. (20 min.)
ACTION REQUESTED OF COUNCIL: Receive the update of the
efforts of the police department's year long education and
enforcement pilot. program. Determine if Council wants to
continue the 65 Max on I-70 program. (60 min.)
STAFF RECOMMENDATION: Staff recommends Council
authorize the following; 1. Continuation of the I-70 noise and
speed education and enforcement program by the Police
Deartment, at a cost of $24,000 for the remainder of 2 it is
recommended I-70 Noise Mitigation capital funds use .for
funding this project. ~ 2. Direct the Town Manager t e this
additional peace officer position in the 2006 budget request.
7. Stan Zemler ITEM/TOPIC: Review of Vail Visitor.lnformation Center Proposals
and Selection of Third-Party Operator. (60 min.)
ACTION REQUESTED OF COUNCIL: Review proposals,
committee recommendations and provide direction.
BACKGROUND: The Town of Vail has been soliciting proposals
to operate and manage the Vail Visitor Information Centers
beginning Oct. 1, 2005, and continuing for athree-year period.
The Visitor Information Centers are currently managed by the Vail
Valley Chamber & Tourism Bureau under cone-year contract
which ends .Sept. 30, 2005. In preparation for the solicitation of
proposals, a Council Visitor Information Center Committee was
established to develop recommendations and strategies for a fair
and impartial decision-making process. That process included
preparation and distribution of a Request for Proposals (RFP)
issued April 20, 2005; responses from three potential operators by
the June 1, 2005, deadline (Vail Brochure Delivery, Vail Chamber
& Business Association and Vail Valley Chamber & Tourism
Bureau); evaluation of the proposals by the committee; and a
selection recommendation forwarded to the Town Council for
consideration.
COMMITTEE RECOMMENDATION: The Council Visitor
Information Center Committee unanimously recommends
selection of Vail Brochure Delivery to operate the Vail Visitor
Information Centers as outlined in the corresponding
memorandum. The Committee further requests the Town Council
authorize the Town Manager to neclotiate a three year operating
contract with a not to exceed amount identified by the Town
Council. It is additionally recommended the contract include six
month reviews during the first and second years.
8. Russ Forrest ITEM/TOPIC: Colorado Inspection Agency (CIA) contract for
conducting plan review and inspection services for the Four
Seasons project. (30 min.)
ACTION REQUESTED OF COUNCIL: Staff is requesting that the
Town Council authorize the Town Manager, via motion, to execute
a contracf with CIA to perform plan ,review and inspection services
for the Four Seasons Project.
BACKGROUND RATIONALE:"As anticipated, the Town of Vail is
experiencing.. an unprecedented. amount of construction. The
Chief Building Official for the Town of Vail has now met with
General Contractors from the various commercial projects to
determine the time frame and quantity of inspections required for
the various commercial projects. At the same time, staff is mindful
of the direction received from Council that residential builders
should not be unduly impacted by the high level of commercial
construction. The Town has budgeted additional resources and
anticipated the need to contract resources for conducting plan
reviews. At this time, staff has concluded that the demand for
building inspections if Four Seasons or another large project
initiates construction will exceed our capacity to provide those
services. Staff obtained proposals from 4 companies that provide
inspection and plan review services in the event contract
resources would be needed. CIA provided the most qualified
staff, and had the best experience and references. They also
provided a competitive rate when compared to their competition.
9. Matt Mire ITEMITOPIC: Joint Use Agreement for the Town of Vail
Gymnastics Center. (1.5 min.)
ACTION REQUESTED OF COUNCIL: Authorize the Town
Manager to execute the Joint Use Agreement for the Town of Vail
Gymnastics Center, between the Town of Vail, Eagle County
School District RE-50J and the Vail Park and Recreation District.
BACKGROUND RATIONALE: The Agreement is for the joint
use of the 8,742 sq. foot gymnastics center owned by the Town of
Vail and located at 545 N. Frontage Road. The gymnastics center
was funded in part by the Town of Vail, the School District, the
Vail Recreation District, Eagle River Water 8 Sanitation District,
and Vail Resorts. Its primary purpose is to provide gymnastics
training for residents of the Town of Vail and Eagle County while
also providing additional recreational uses for the School and
community at large.
STAFF RECOMMENDATION: Approve the joint use agreement.
10. Stan Zemler ITEM/TOPIC: Town Manager's Report (10 min.)
11. ITEMITOPIC: Adjournment (9:05 p.m.)
NOTE UPCOMING MEETING ART TIMES BELOW:
(ALL TIMES ARE APPROXIMATE AND SUBJECT TO CHANGE)
THE NEXT VAIL TOWN COUNCIL REGULAR EVENING MEETING
WILL BEGIN AT 6 P.M. TUESDAY, JULY 19, 2005, IN VAIL TOWN COUNCIL
CHAMBERS
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Sign language- interpretation available upon request with 24-hour notification. Please
call 479-2106 voice or 479-2356 TDD for information
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Alternative Conference Center Questions-June 23, 2005 Drafts
1. All Encompassing Debt Question. Replaces 2002 Question as to debt but
approves incremental tax increase. This question eliminates the 2002 sunset and
repeals the 2002 election if this one fails.
SHALL TOWN OF VAIL DEBT BE INCREASED $[this number will be $50,060,000
plus the additional amount required to finance the center] WITH A REPAYMENT COST
OF $[this number will be $95,610,000 plus the additional amount required to finance the
center] AND SHALL TOWN TAXES BE INCREASED $[this number will be the first
year collection amount for the incremental tax) ANNUALLY AND BY WHATEVER
ADDITIONAL AMOUNTS AS ARE RAISED ANNUALLY THEREAFTER FROM
THE LEVY OF AN ADDITIONAL LODGING TAX OF _% (WHICH WILL
RESULT IN A TOTAL TOWN LODGING TAX OF _%) TO FINANCE, OPERATE
AND MAINTAIN A CONFERENCE CENTER SUBJECT TO THE FOLLOWING
LIMITS OR CONDITIONS:
• IF THIS QUESTION IS APPROVED BY THE VOTERS, THE
AUTHORITY TO ISSUE DEBT PURSUANT TO QUESTION
2B APPROVED BY THE VOTERS ON NOVEMBER 5, 2002
SHALL TERMINATE IMMEDIATELY;
• IF THIS QUESTION IS APPROVED BY THE VOTERS, THE
SUNSET FOR THE LODGING TAX AND SALES TAX
LEVIED PURSUANT TO 2002 QUESTION 2B IS REPEALED
AND SUCH TAXES AND THE LODGING TAX LEVIED
PURSUANT TO THIS QUESTION SHALL NOT TERMINATE
UNTIL TERMINATED BY LEGISLATIVE ACTION BY THE
TOWN;
• IF THIS QUESTION IS NOT APPROVED BY THE VOTERS,
_ THE AUTHORITY _TO_ ISSUE DEBT _PURSUANT TO 2Q02
QUESTION 2B SHALL TERMINATE IMMEDIATELY AND
THE AUTHORITY TO LEVY TAXES PURSUANT TO 2002
QUESTION 2B SHALL TERMINATE EFFECTIVE JANUARY
1, 2006 AND THE TOWN COUNCIL SHALL EITHER
REFUND ANY REVENUES FROM SUCH TAXES
REMAINING AFTER PAYING COSTS IN CONNECTION
WITH THE CONFERENCE CENTER REMAINING ON
TANUARY 1, 2006, PURSUANT TO SUCH REFUND
METHODOLGY AS THE TOWN COUNCIL DETERMINES OR
SUBMIT A QUESTION TO THE VOTERS ON HOW SUCH
REVENUES SHALL BE USED;
• THE LODGING TAX AND SALES TAX LEVIED PURSUANT
TO 2002 QUESTION 2B AND THE LODGING TAX LEVIED
PURSUANT TO THIS QUESTION ARE CURRENTLY
ANTICPATED TO BE SUFFICIENT TO PAY DEBT SERVICE
ON THE BONDS AND APPROXIMATELY $1,500,000 OF THE
ANNUAL COSTS OF OPERATING AND MAINTAINING THE
CONFERENCE CENTER;
• THE LODGING TAX SHALL BE LEVIED ON THE PRICE
PAID FOR THE RENTING OR LEASINCJ OF LODGING FOR
LESS THAN THIRTY CONSECUTIVE DAYS;
• SUCH DEBT SHALL BE EVIDENCED BY THE ISSUANCE
OF REVENUE BONDS PAYABLE FROM THE LODGING
. TAX AUTHORIZED BY THIS QUESTION AND THE
LODGING TAX AND SALES TAX AUTHORIZED IN 2002
QUESTION 2B; SUCH BONDS TO BE SOLD IN ONE OR
MORE SERIES ON TERMS AND CONDITIONS AND WITH
SUCH MATURITIES AS PERMITTED BY LAW.AND AS THE
TOWN COUNCIL MAY DETERMINE, INCLUDING
PROVISIONS FOR REDEMPTION OF THE BONDS PRIOR TO
MATURITY WITH OR WITHOUT PAYMENT OF A
PREMIUM OF NOT MORE THAN THREE PERCENT OF THE
AMOUNT SO REDEEMED; AND
• THE PROCEEDS OF SUCH DEBT AND TAXES AND ANY
EARNINGS FROM THE IlWESTMENT C-F SUCH PROCEEDS
AND REVENUES BE COLLECTED AND SPENT AS A
VOTER APPROVED REVENUE CHANGE UNDER
ARTICLE X, SECTION 20 OF 'CHE COLORADO
CONSTITUTION?
2. Incremental Authority. Provides incremental debt and tax authority above and
beyond 2002 question. This question eliminates the 2002.sunset__._ _ _ _...._ _ __
SHALL TOWN OF VAIL DEBT BE INCREASED $[this number will be only the
additional amount required to finance the center] WITH A REPAYMENT COST OF
$[this number will be only the additional amount required to finance the center) AND
SHALL TOWN TAXES BE INCREASED $[this number will be the first year collection
amount for the incremental tax] ANNUALLY AND' BY WHATEVER ADDITIONAL
AMOUNTS _ AS ARE RAISED ANNUALLY THEREAFTER FROM THE LEVY OF
AN ADDITIONAL LODGING TAX OF: _% (WHICH .WILL RESULT IN A TOTAL
TOWN LODGING- TAX OF _%); TO FINANCE, OPERATE' AND MAINTAIN A
CONFERENCE. CENTER SUBJECT" ~ TO THE F(JLLOWING LIMITS OR
CONDITIONS:
• IF THIS QUESTION IS APPROVED BY THE VOTERS, THE
AUTHORITY TO ISSUE DEBT PURSUANT TO THIS
QUESTION TOGETHER WITH THE AUTHORITY TO ISSUE
DEBT PURSUANT TO QUESTION 2B APPROVED BY THE
VOTERS ON NOVEMBER 5, 2002 WILL TOTAL $[this number
will be $50,060,000 plus the additional amount required to finance
the center) WITH A REPAYMENT COST OF $[this number will
be $95,610,000 plus the additional amount required to finance the
center];
• IF THIS QUESTION IS APPROVED BY THE VOTERS, THE
SUNSET FOR THE LODGING TAX AND SALES. TAX
LEVIED PURSUANT TO 2002 QUESTION ZB IS REPEALED
AND SUCH TAXES AND THE LODGING TAX LEVIED
PURSUANT TO THIS QUESTION SHALL NOT TERMINATE
UNTIL TERMINATED BY LEGISLATIVE ACTION BY THE
TOWN; AND
• IF THIS QUESTION IS NOT APPROVED BY THE VOTERS,
THE AUTHORITY TO ISSUE DEBT PURSUANT TO 2002
QUESTION 2B SHALL TERMINATE IMMEDIATELY AND
THE AUTHORITY TO LEVY TAXES PURSUANT TO 2002
QUESTION 2B SHALL TERMINATE EFFECTIVE JANUARY
1, 2006 AND THE TOWN COUNCIL SHALL EITHER
REFUND ANY REVENUES FROM SUCH TAXES
REMAINING ON JANUARY 1, 2006, PURSUANT TO SUCH
REFUND METHODOLGY AS THE TOWN COUNCIL
DETERMINES OR SUBMIT A QUESTION TO THE VOTERS
ON HOW SUCH REVENUES SHALL BE USED;
• THE LODGING TAX AND SALES TAX LEVIED PURSUANT
TO 2002 QUESTION 2B AND THE LODGING TAX LEVIED
_ _ _ _ PURSUANT _ TO_ THIS. _ QUESTION_ .ARE. _CURRENTLY
ANTICPATED TO BE SUFFICIENT TO PAY DEBT SERVICE
ON THE BONDS AND APPROXIMATELY $1,500,000 OF THE
ANNUAL COSTS OF OPERATING AND MAINTAINING THE
CONFERENCE CENTER;
• THE LODGING TAX SHALL BE LEVIED ON THE PRICE
PAID FOR THE RENTING OR LEASING OF LODGING FOR
LESS THAN THIRTY CONSECUTIVE DAYS;
• SUCH DEBT SHALL BE` EVIDENCED BY THE ISSUANCE
OF REVENUE BONDS PAYABLE FROM THE LODGING
TAX AUTHORIZED BY THIS QUESTION AND THE
LODGING TAX AND SALES TAX ALJTHORIZED IN 2002
QUESTION 2B; SUCH BONDS TO BF; SOLD IN ONE OR
MORE SERIES ON TERMS AND CONDITIONS AND WITH
SUCH MATURITIES AS PERMITTED B'Y LAW AND AS THE
TOWN COUNCIL MAY DETERII~IINE, INCLUDING
PROVISIONS FOR REDEMPTION OF TIME BONDS PRIOR TO
MATURITY WITH OR WITHOUT PAYMENT OF A
PREMIUM OF NOT MORE THAN THRF;E PERCENT OF THE
AMOUNT SO REDEEMED; AND
• THE PROCEEDS OF SUCH DEBT ANI) TAXES AND ANY
EARNINGS FROM THE INVESTMENT OF SUCH PROCEEDS
AND REVENUES BB COLLECTED AND SPENT AS A
VOTER APPROVED REVENUE CHANGE UNDER
ARTICLE X, SECTION 20 OF 'THE COLORADO
CONSTITUTION?
Here is the 2002 question to refresh everyone's memories
QUESTION N0.2B:
SHALL THE TOWN OF VAIL DEBT BE INCREASED $50;060,000 WITH A
REPAYMENT COST OF $95,610,000 AND SHALL TOWN TAXES BE INCREASED
$3,830,000 ANNUALLY AND BY WHATEVER ADDITIONAL AMOUNTS AS ARE
RAISED ANNUALLY THEREAFTER FROM THE 'LEVY OF THE TAXES
DESCRIBED HEREIN FOR THE PURPOSE OF FINANCING THE CONSTRUCTION
AND OPERATION OF A CONFERENCE CENTER SUBJECT TO THE FOLLOWING
LIMITS: -
• THE TAX INCREASE SHALL BE ACCOMPLISHED BY THE
LEVY OF A TOWN LODGING TAX AT 'THE RATE OF 1.50%
AND AN INCREASE IN THE TOWN SALES TAX RATE
- -- -
- - - ~ - - -- - - - - ~- - - FROM 4.00% TO 4.50%;
• THE LODGING TAX SHALL BE LEVIED ON THE PRICE
PAID FOR THE RENTING OR LEASING; OF LODGING FOR
LESS THAN THIRTY CONSECUTIVE DAYS;
• THE INCREASED SALES TAX SHALL APPLY TO ALL
TRANSACTIONS THAT THE TOWN'S EXISTING SALES
TAX APPLIES .TO EXCEFT FOR THE. SALES OF FOOD FOR
HOME CONSUMPTION;
• THE INCREASE IN THE SALES TAX ~!-ND THE LODGING
J
TAX SHALL TERMINATE WHEN THE DEBT IS PAID IN
FULL;
~ SUCH DEBT SHALL BE EVIDENCED BY THE ISSUANCE
OF REVENUE BONDS PAYABLE FROM THE TAXES
AUTHORIZED BY THIS QUESTION AND OTHER TOWN
REVENUES AS THE COUNCIL MAY DETERMINE; SUCH
BONDS TO BE SOLD IN ONE OR MORE SERIES ON TERMS
. AND CONDITIONS AND WITH SUCH MATURITIES AS
PERMITTED BY LAW AND AS THE TOWN COUNCIL MAY
DETERMINE, INCLUDING PROVISIONS FOR REDEMPTION
OF THE BONDS PRIOR TO MATURITY WITH OR WITHOUT
PAYMENT OF A PREMIUM;
AND SHALL THE PROCEEDS OF SUCH DEBT AND TAXES AND
ANY EARNINGS FROM THE IIWESTMENT OF SUCH PROCEEDS
AND REVENUE5 BE COLLECTED AND SPENT AS A VOTER
APPROVED REVENUE CHANGE UNDER ARTICLE X, SECTION 20
OF THE COLORADO CONSTITUTION?
Vail Town Council Evening Meeting Minutes
Tuesday, June 7, 2005
6:00 P.M.
Vail Town Council Chambers
The regular meeting of the Vail Town Council convened at approximately 6:00 p.m.
on Tuesday, June T, 2005.
Council Members present: Dick Cleveland, Mayor Pro-Tem
Diana Donovan
Farrow Hitt
Kent Logan
Kim Ruotolo
Not present: Rod Slifer, Mayor
Greg Moffet •
Staff Members Present: Stan Zemler, Town Manager
Pam Brandmeyer, Asst. Town Manager
Matt Mire, Town Attorney
The first item on the agenda was Citizen Input. Douglas McLaughlin, an owner of a unit
at the Lifthouse, stated he was not happy with the impacts of redevelopment in
LionsHead, as his property taxes had increased.
Kevin Foley asked Council for stricter enforcement of construction schedules. Foley
also questioned allowing construction on the weekends.
Paul Rondeau followed up on a letter to the editor he had written requesting the town
provide a comprehensive annual report. Rondeau recommended volunteers be used to
help negate the costs of producing such a document. He emphasized the need to be
able to see what is going on inside "the black box." He thanked Public Information
Officer Suzanne Silverthorn for offering to explore and incorporate his ideas. Cleveland
noted Council had discussed the matter during the work session and the Town Manager
indicated he would investigate reports provided by other municipalities. Cleveland also
invited Rondeau to provide the town with an outline of suggested topics to be included in
a comprehensive annual report.
The second item on the agenda was July 4~' Sponsorship Recognition Millennium Bank
/ Gallegos Corp. Representing Eagle Valley Events, Laurie Asmussen introduced and
thanked Jeff Halverson, Millennium Bank, and Bob Gallegos of the Gallegos Corp. for
their 4 of July celebration contributions. Asmussen said the sponsorships will provide a
full day of events, including the annual parade, musical entertainment and fireworks.
The third item on the agenda was the Consent Agenda, Approval of Minutes from May 3
and May 17. Hitt moved and Donovan seconded a motion to approve the meeting
minutes without amendments. The motion passed unanimously, 5-l).
The fourth item on the agenda was a Construction Update. During an update on the
various construction projects, Donovan inquired about the potential removal of trees at
the Main Vail roundabout to make way for the Four Seasons project. Town Engineer
Tom Kassmel stated there might be a way to save the trees. Cleveland asked staff keep
Council apprised of the situation. Elsewhere, Public Works Director Greg Hall reported
work continues on a major sewer line in front of the Sitzmark and work on the street
(Gore Creek Drive) would continue until the week of June 25. Hall also reported
stonework was being placed at the Children's Fountain ~roith the area scheduled to be
back in use by the July 4~' holiday weekend. According to Hall, utility work in the
LionsHead Mall will continue past June 25 due to the complicated scope of the project.
Work will take place from 7a.m. to 7p.m. seven days a week as long as noise ordinances
are complied with. Logan questioned allowing construction to occur seven days a week.
Mire stated Council could not change construction times for individuals/corporation's
(private projects) with existing building permits. Logan requested additional discussion
during the next council meeting. Hall concluded by reporting the South Frontage Road
roundabout would be closed with in the next week between 9p.m. and 6a.m. due to utility
requirements. LionsHead business owner Bill Jewitt stated) construction needed to move
fonivard quickly and encouraged allowing construction on weekends.
The fifth item on the agenda was a request to approve Resolution #9, Series of 2005,
Approve an Amendment to the LionsHead Public .Facilities Development Plan.
Representing the town, Malcolm Murray stated Council was being requested to approve
Resolution #9, Series of 2005, following findings that the amendment to LionsHead
Public Facilities Development .Plan was consistent with the Town of Vail's
Comprehensive Plan. The LionsHead Public Facilities Development Plan ("Plan") was
prepared by the Vail Reinvestment Authority ("VRA")and adopted by Council, pursuant
to the provisions of the Urban Renewal Law of the State of Colorado, Article 25 of Title
31, Colorado Revised Statutes on March 16, 2004. At the time of approval, sections 5.1
and 5.2 of the plan were deleted that authorized tax increment financing. However, the
PEC reviewed and made a favorable recommendation of the Plan with the tax increment
provisions in the Plan. The tax increment provisions wE;re not included in the final
approval to avoid unduly limiting the bonding capacity of this financial tool.
Subsequently, the VRA requested sections 5.1 and 5.2 be reinserted into the Plan now
that construction has commenced in LionsHead. The amendment to the Plan is
considered a substantial modification and triggers compliance with all procedural steps
required for original adoption of the Plan. On May 23 the PEC voted 5-1 to forward a
finding to Council that the amendment to LionsHead Public Facilities Development Plan
conforms to the Vail Comprehensive Plan. Cleveland clarified state statute required PEC
approval of the amendment. Ruotolo moved and Logan seconded a motion to approve.
The motion passed unanimously, 5-0.
The sixth item on the agenda was a Westhaven Circle / Greenhill Court, Award of Bid.
Kassmel requested Council approve a supplemental budget request for the- Capital
Street Maintenance Budget and award a construction contract to B&6 Excavating.
Westhaven Circle and Greenhill Court streets were reported to be in poor condition and
in need of repairing. The reconstruction of these roads had been bid out for construction
in two phases. B&B Excavating was the single bidder and proposed the following prices:
Phase I -Westhaven Circle: $753,000
Phase I & II -Westhaven Circle and Greenhill Ct.: $1,040,000
The project had $700,000 budgeted from the 2005 Capital Street Maintenance budget.
Kassmel provided Council with three potential options:
Option 1: Complete Phase Iless -500' of road reconstruction and stay within
budget.
Option 2: Request a budget supplemental in the amount of $100,000 and complete
all of Phase I.
Option 3: Request a budget supplemental in the amount of $365,000 and complete
all of Phase I and Phase II.
Staff recommended Option three. Logan asked for a more comprehensive capital
improvement strategy. Donovan questioned spending dollars on a road with minimal
traffic. Hitt clarified 686 offered a competitive pricing as they would have adequate
crews on hand due to the town's redevelopment efforts. Cleveland and Logan clarified
with staff the road was a priority for the town. Cleveland also stated he did not want
drainage concerns to lead to. the urbanization of the area. Hall stated curb and gutter
would be minimized. Hitt moved to accept the staff recommendation with Ruotolo
seconding. The motion passed unanimously, 5-0.
The seventh item on the agenda was an Appeal of the Town of Vail DRB's April 6,
2005, approval of a Design Review Application (DRB05-0102), pursuant to Section 12-3-
3, Appeals, Vail Town Code, to allow for a new single-family residence, the "Alfond
Residence", located at 1345 Westhaven Circle/Lot 50, Glen Lyon. On April 6 the DRB
approved the proposed "Alfond Residence" (DR605-0102) with no conditions and with a
vote of 2-1 (Dunning opposed). The appellant, Patricia O'Neil, was present at the April 6
DRB hearing and articulated her objections to the project in that forum. On April 21 the
appellant filed her appeal of the April 6 DRB approval of the proposed Alfond Residence,
DRB05-0102. On May 17, 2005, Council granted a request for a continuance, pursuant
to Section 12-3-3, until the next regularly scheduled Town Council hearing, June 7. Staff
recommended Council uphold the DRB's approval of the proposed °Alfond Residence",
DRB05-0102, pursuant .to Chapter 12-11, Design Review, ~ Vail Town Code.
Representing herself, O'Neil stated she objected to information (a rebuttal)~provided to
Council by the appellee prior to the meeting and questioned possible ex-parte
communication occurring earlier in the day. Summarizing her arguments she stated
concern over privacy and a potential drop in property value. Logan questioned
notification requirements. Gennett stated DRB notices were published in the paper the
Friday before the actual meeting. Hitt clarified the proposed_Alfond residence fell.. within
setbacks. Cleveland asked-where the DRB failed. O'Neil stated issues such as windows
being allowed to be placed in front of neighboring windows. Mire asked Council if they
had participated in ex-parte communication with the appellant or appellee. All answered
no. Mire .then clarified written communication from the appellee was allowed.
Representing the respondent, Jay .Peterson rebutted O'Neil's arguments, targeting
comments provided in correspondence included in Council packets. In an opportunity
for public comment, Tony Ryerson stated he believed cases such as this would become
more common in Vail as homes are becoming larger. Hitt, Donovan, Logan and Ruotolo
stated the home. met all zoning standards and- achieved DRB approval. Donovan
discouraged construction of windows that "look" into existing neighboring windows. Hitt
moved to uphold the DRB approval, a second was made by Logan. The motion passed
unanimously; 5-0.
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The eighth item on the agenda was the Decision on 2005 Out-of--Cycle Requests for
Funding. Assistant Town Manager Pam Brandmeyer reviewed five 2005 out-of--cycle
funding requests.
- Alpine Gardens: Donovan stated the town had contributed enough to the Alpine
Gardens. Brandmeyer clarified the town had paid the Alpine Gardens $94,000 year-
to-date, both for operations and maintenance as well as capital improvements.
Council agreed to not fund the request.
- Monday Night Movies: Hitt asked Special Events Coordinator Sybill Navas to explain
the event's funding request history. Donovan asked if the Commission on Special
Events:; had additional dollars if they would use them to fund this request. CSE
member Mark Gordon stated he would have supported funding the project. Ruotolo
stated the town had adequately funded the Vail Film Festival in 2005. Logan
supported funding the request and asked if any similar donations are requested. they
be tied into the actual festival request. Hitt moved and Logan seconded a motion to
approve the funding request. Hitt then asked if it conflicted with the Crossroads
movie theaters. Logan stated he thought it was important for Navas to be present at
any Council discussions of event funding. Rick Scalpello said the East Meadow
Drive Business Association supported the events and offered additional funding.
Brian Sipes, Avon Council Member, stated Avon offers outdoor movies and the
equipment necessary to provide them cost approximately $12,000. The motion
failed, 2-3 with Cleveland, Ruotolo and Donovan opposing the request. Zemler
asked if Council wanted to explore any sharing opportunities with Avon. Council
stated no.
- Teva Mountain Games: Logan moved and Hitt seconded a motion to approve
funding in-kind services. Donovan and Hitt stated the town would have supported
the request during the usual budget appropriation cycle. .The motion passed
unanimously, 5-0.
- Vail Mountain Rescue: Ruotolo clarified the charter transportation needs were to
transport conference attendees to training areas located outside the town, while food
and lodging would 6e provided for the conference within Vail. Ruotolo moved .and
Logan second an amended motion to fund an in kind donation not to exceed $2,000.
The motion passed unanimously, 5-0.
ogan stated he believed Council had previously determined not to discuss issues in an
amount under $5,000 or $10,000. He then requested an agenda item be scheduled to
address funding requests during- the next work session.
- Cascade Village Metropolitan District (CVMD): Town Landscape Architect Gregg
Barrie reported the town would pay for one-third and CVMD would pay two-thirds of
the.. construction costs. Donovan supported the Westhaven Bridge,. although Real
Estate Transfer Tax (RETT) funds are not used for construction. Ruotolo supported.
use of RETT funds for the' project. Logan encouraged a successful' resolution to a
disagreement regarding., Tract K between the Gten ,Lyon subdivision and Vail
Resorts. Representing Vail Resorts, Jay' Peterson stated Vail Resorts might-
contribute to the funding of the bridge for snowcaf'access Representing. the CVMD;
Kim Setter stated $100,000 would, help to contribute to a bridge structurally capable
of supporting suitable snow-loads related to snowcats. He encouraged Council not to
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postpone a decision to complete construction by the 2005-06 ski season. Peterson
confirmed Vail Resorts' financial participation would be contingent upon Tract K
resolution. Mire stated easement rights regarding the bridge and the Gore Valley
Trail could be dedicated: Representing the Vail Village Homeowner's Association,
Jim Lamont urged Council to move forward as this neighborhood had come forth
willing to help support improvements. Mire stated approval will be needed for an
Intergovernmental Agreement (IGA) prior to the town entering into a contract with the
CVMD. The agreement will be scheduled for discussion at a later date. Peterson
stated Vail Resorts would help provide insurance for the area. Donovan stated her
support would be contingent upon the Tract K issue being resolved and an IGA
approved. Cleveland expressed concern over the lack of a long-term capital
improvement plan. Ruotolo moved and Logan seconded .a motion to approve
$106,000 of RETT funds for the skier pedestrian bridge contingent upon theTract K
resolution and approval of an IGA. The motion passed unanimously, 5-0. Ruotolo
then moved to approve RETT funds not to exceed $94,000 under the same
conditions for the Westhaven Bridge with Logan seconding. The motion failed 1-4,
with Ruotolo being the only supporting vote. Donovan moved to substitute capital
funds for RETT with Logan seconding. The motion passed 4-1, with Ruotolo being
the dissenting vote.
The ninth item on the agenda was the Conference Center /Award of contract from
Mortenson / Budget Update. Zemler reported the Conference Center Advisory
Committee (CCAC) is requesting the following based on the direction received from the
Town Council on May 17, 2005:
• Authorize the Town Manager to execute a contract with Mortenson for
predevelopment service as shown in attachment A.
• Review input from the Committee on ideas to reduce construction costs for the
facility.
• Approval of additional expenditures to execute the direction provided by Council on
May 17 to move forward with the current design of the facility.
After significant public input and Council deliberation, .Council directed staff on May 17
to: Implement option B which involved moving forward with the existing program and
design, while reducing costs to a reasonable extent possible. This step involves moving
forward with the development of the existing design and reviewing it with the PEC and
DRB. _ In_addition,_Council directed. staff to-develop- ballot language that would not only
provide additional revenue for the construction of the facility but also an additional $1.5
million per year over and above annual debt service to pay for operational deficits.
Zemler stated a price lock for the center was hoped to be achieved by early September.
Representing Architectural Research Consultants (ARC), Chris Squadra discussed
several value engineering .design changes. He also discussed the materials cost
escalation process. Hitt asked why block walls were proposed to~ be used on the
structure as he hasn't noticed very many in the valley. Hall stated they were relatively
common. Hitt stated. block over poured walls was a mistake. Ruotolo asked for
additional information on acoustical ceiling. the and block walls be provided. Hitt stated
he wanted the watertall feature be maintained in the design. Zemler stated the town had
spent almost $1,875,000 on the conference center project to date. Cleveland stated he
would like to have a ballot "question discussion sooner rather than later. Logan
emphasized a ~no votefl for the additional tax would immediately stop the tax presently
being collected for the center and .the project would be "dead. Zemler recommended
s
any ballot initiative language discussion take place at the evening meeting, allowing for
public input. Mire stated ballot initiative concepts have been drafted. Cleveland
expressed displeasure with initial project cost estimates provided by ARC and
questioned trusting the consultants' advice. Donovan also stated displeasure with
estimates and information provided by consultants on the project. Representing the Vail
Village Homeowner's Association, Jim Lamont asked Council to clarify ballot language
sooner than later and discouraged extreme use of value engineering. Logan moved to
appropriate approximately $404,000 to continue work on the project until Sept. 6. The
motion passed 3-2, with Cleveland and Donovan dissenting. Logan reiterated a "no-vote"
on the conference center would end the project.
The tenth item on the agenda was the Timber Ridge Affordable Housing Commission
(TRAHC) Discussion /Proposed Request for Proposals & Letter of Intent. Housing
Coordinator Nina Timm and Zemler stated the TRAHC board came to Council on May
17, 2005, to request a loan of $700,000 to cover under-funded operating accounts as
well as funds to remediate 44 additional units for lease to_Vail Resorts. Council agreed to
the loan with two conditions: one, a master lease for the additional units is signed by Vail
Resorts; and two, a Request for Proposals (RFP) be issued for sale or redevelopment of
Timber Ridge Village. The TRAHC subsequently secured a commitment from Vail
Resorts to lease an additional 44 units at Timber Ridge, provided they would be
remediated for mold. TRAHC asked Council to review the goals and timeline for the draft
RFP and verify it meets the expectations of Council. Zemler stated staff would return the
next meeting with "parame'ters" potential developers should consider. Donovan asked
how 600 beds were developed out of 198 units. Timm announced an average of three
individuals per unit had been determined when placing the deed restriction on the
. property. Zemler stated a recent study showed the units were being rented at an
appropriate price. Donovan then stressed the purchase of the project had not been a
failure and the town needed to find a buyer for the project:. Cleveland said the property
offered an incredible redevelopment opportunity as it was in the middle of town and had
minimal neighbors. Ruotolo stressed the need to maintain 600 beds of affordable
employee housing. Logan expressed displeasure with the provided RFP timeline as
Council wouldn't receive the RFP until fall. Council agreed flexibility with the project
should be encouraged. Zemler encouraged the use of an RFP to encourage a structured
process with timelines and specific dates. Camp emphasized funds (letter of credit
payments) would be required by July. Logan moved to release $700,000 to.the TRAHC
Board with Donovan seconding. Logan also requested the TRAHC Board return to
Council each meeting with a status report. During. a pause for public comment,. Mark-
Gordon said-people (Vail residents) want amixed-use (middle class) neighborhood and
also encouraged a Vail recreation center. Steve Lindstrom, a member of the Vail Local
Housing Authority, also urged Council to "take a step back" and seriously evaluate the
project, as it is an opportunity as opposed to a fire sale: Mire clarified loan documents
would be provided and a formal agreement would be made between Council and the
TRAHC board. Zemler urged Council to move at a reasonable pace. The motion
passed unanimously, 5-0.
The eleventh item on the agenda was the first reading of Ordinance No. #14, Series of
2005; an ordinance repealing and reenacting Ordinance #24, Series of 2004 establishing
Special Development District (SDD) No. #38, Manor Vail Lodge. Town Planner Warren
Campbell. explained on December 7, 2004, Council approved the second reading of
Ordinance #24, Series of 2004 by unanimous vote to establish SDD No. #38, Manor Vail
Lodge. The purpose of the new Special Development District is to facilitate the
redevelopment of the Manor Vail Lodge, located at 595 Vail Valley Drive. In the time
since this approval, a discrepancy was discovered in the lot area of the Manor Vail
development site which has rendered many of the zoning statistics reported in Ordinance
#24, Series of 2004 inaccurate. In addition there was a typographical error found
regarding the number of attached accommodation units to be constructed. The number
increased to 20 from 17. Ordinance #14, Series of 2005 corrects these items. The
Community Development Department recommended Council approve Ordinance No.
#14, Series of 2005, on first reading. Ruotolo moved to approve with Donovan
seconding. The motion passed unanimously, 5-0.
The twelfth item on the agenda was the first reading of Ordinance No. #15, Series of
2005, an ordinance amending Section 12-21-14, Restrictions in Specific Zones on
Excessive Slopes, Vail Town Code, to increase the allowable site coverage on lots with
average slopes in excess of 30 percent from a current maximum of 15 percent of the
total lot size, to the standard maximum of 20 percent of the total lot size. Town Planner
Matt Gennett explained the PEC held public meetings to consider this request on March
14, 2005, and on April 25, 2005, at which time the PEC forwarded a recommendation of
approval to Council. Donovan stated she supported the intent of the ordinance but not
the actual ordinance and stated the right answer wasn't available, but there is a need to
move forward. Logan agreed with Donovan and encouraged discussing the issue on a
case-by-case basis. Steve Isom representing Isom and Associates stated the change
would allow more units to be stepped on a slope and existing regulations encouraged
more. site disturbance. Hitt moved the ordinance be tabled until July 19 for further
research. Ruther stated GRFA is no longer the limiting factor for the size of homes.
Donovan withdrew her second. Logan moved to deny the. ordinance with Donovan
seconding. The motion passed 4-1, with Hitt dissenting.
The thirteenth item on the agenda was the Town Manager's Report.
- `05 SUMMER VAIL VALLEY ATHLETE COMMISSION ALLOCATIONS
At the May 13 meeting of the above, the following allocations were agreed upon:
Michael Janelle $750 Pro Road and Mountain Biking
Josiah Midaugh $1,000 Pro Triathlon
Nat Ross $750 Pro/World Cup Cross Country Mountain Biking
Two additional applications were received, but one was received far after the deadline
and the second lacked international competitive experience. Thus, neither was funded.
Again, this partnership is jointly funded through the Beaver Creek Resort Company, Vail
Resorts, the Vail Valley Foundation and the town.
- INFORMATION BOOTH REQUIREMENT FOR AUDITED FINANCIAL STATEMENT
Staff was asked to review whether the current information booth contract with the Vail
Valley Chamber and Tourism Bureau (WCTB) required an audited financial statement.
Section I I. Administrative Control of Funds, Paragraph ~ C, reads as follows: "The
WCTB shall submit to the town, for its review, the WCTB audited financial statement
by July 1, 2006. The expense of this audit shall be paid by the WCTB as an expense of
administration." Staff recommended the clause be included in any future contract for this
performance of service because it ensures fiscal accountability of public funds.
7
- JOINT MEETING WITH EAGLE COUNTY COMMISSIONERS
A joint meeting with-the Eagle County commissioners (Board of County Commissioners,
e.g., BOCC) has been scheduled for 6 p.m. Tuesday, Aug. 16 in Vail. Brandmeyer
encouraged Council to think of potential topic areas of discussion for the joint meeting.
Brandmeyer emphasized the meeting would occur during Council's normal evening
meeting time, in order to allow the BOCC to complete its afternoon meeing and travel up
to Vail.
- MOUNTAIN RESPONSE 2005
The emergency training exercise took place May 21-24 with participant feedback being
positive with many saying it was the best exercise they've ever attended, thanks, in part,
to Vail Resorts, which provided the exercise site. The event simulated a building
collapse in LionsHead with "victims" trapped beneath the rubble. There were more than
40 agencies involved, including national search and rescue teams from Colorado and
Utah. In the past, these elite teams had responded to large-scale incidents such as the
World Trade Center disaster and the Oklahoma City bombing. While in Vail, these urban
search and rescue teams not only trained as a unit, but also provided hands-on training
to local responders. In addition, the exercise provided an opportunity to test the
integration of local, state and federal incident management plans, the ability to deliver
critical information to the public, an opportunity to track the cost of the response, plus
important disaster declaration training from the Federal Emergency Management
Agency (FEMA). More than 650 people participated in the exercise, including about 60
volunteers. In addition, the local branch of the Salvation Army arranged to provide a
canteen during the four days with assistance from the Red Cross. Police Chief Dwight
Henninger served as Exercise Director.
- OFFICER AWARDED FOR "SERVICE ABOVE SELF"
Code Enforcement Oft•icer Moses Gonzales received the Rotary Club's "Service Above
Self' Public Service award on Wednesday, June 1, at the Rotary meeting at Manor Vail.
Moses was recognized for his excellent service to the Town of Vail as a Code
Enforcement Officer with the Police Department and for all of his service to the Valley
including the Food Drive, Shop with a Cop program and his service on a number of non-
profit boards.
The thirteenth item on the agenda was Adjournment. Cleveland moved and Hitt
seconded a motion to adjourn.. The motion passed unanimously, 5-0.
Respectfully Submitted,
Rodney E. Slifer, Mayor.
ATTEST:.. .
8.
Lorelei Donaldson, Town Clerk
Minutes provided by Corey Swisher.
9
i
Vail Town Council Evening Meeting Minutes
Tuesday, June 21, 2005
6:00 P.M.
Vail Town Council Chambers
The regular meeting of the Vail Town Council convenecl at approximately 6:00 p.m.
on Tuesday, May 17, 2005.
Council Members present: Rod Slifer, Mayor
Dick Cleveland, Mayor Pro-Tem
Diana Donovan
Farrow Hitt*
Kent Logan
Kim Ruotolo
Greg Moffet
Staff Members Present: Pam Brandmeyer, Asst. Towns Manager
Matt Mire, Town Attorney
'`Arrived at approximately 6:2;1 p.m.
-~.
~,,J
The first item on the agenda was Citizen Input. Joe Staufer asked that people identify
themselves as residents (or not) when making public comments on agenda items.
The second item on the agenda was the Vail Local Housing Authority (VLHA)
Appointments. Cleveland moved and Ruotolo seconded a motion to appoint Steve
Lindstrom to the VLHA. The motion passed unanimously, 6-~0.
The third item on the agenda was a Construction Update. Public Works Director•Greg
Hall stated paving around Children's Fountain and Gore Creek Drive would take place.
on Thursday and Friday, while work on the P3&J pocket park and parking garage
continued. Hall also stated East Meadow Drive would be paved by the end of the week.
Construction in Lionshead was reported to be very disruptive. Hall also said Gore Creek
Place construction-..would continue-to. require the closure of the bike path. Construction
on the Sonnenalp, One Willow Bridge Road and Vail Plaza Hotel will continue through
the summer. Logan asked about completion of the Children's Fountain. Hall assured
Logan the fountain would be operational by the Fourth of ,July. Slifer thanked the town
staff and construction crews for their hard work.
The fourth item on the agenda was a discussion regarding the Conference Center ballot
question for the November 2005 election. Town Attorney Matt Mire asked Council to
review a draft ballot question and to discuss any desired changes. At the regular
meeting of June 7, 2005, Council directed staff to bring a draft ballot question to the
Council Meeting on June 21, 2005, for discussion. Council further directed staff to bring
forward a question that contemplated an "all or nothing" decision by the electorate. Mire
and town legal consultant Dee Wisor told Council ballot language decisions would have
to be finalized by the second meeting in August. Zemler stated the town would have
finalized conference center construction estimates prior to finalizing the ballot question.
Zemler also discussed the potential of having a special meeting in August to facilitate
election schedule requirements. Cleveland asked if the ballot question would pass with
an ordinance or resolution. Mire stated by resolution due to time constraints. Logan
clarified the question would remove the authority of the 2002 tax. Donovan expressed a
desire to have only one tax rate as opposed to "piggy-backing" separate taxes on top of
each other. Community Development Director Russ Forrest, stated the necessary
increase in funding for the center was approximately $12 million. Mire stated after the
resolution passes, town resources can not be utilized to promote the initiative. Mire and
Wisor reported they would return to Council with alternative ballot initiative proposals on
July 5. .
Hitt arrived at approximately 6:23 p.m.
The fifth item on the agenda was the 2005 Town of Vail Community Survey Results. In
presenting results from the 2005 Town of Vail survey, Chris. Cares of RRC Associates
reported the mood of the community is more positive and upbeat since the last survey
was fielded in 2003. RRC Associates conducted the random telephone survey at the
close of the 2004-05 ski season. The findings, according to Cares, show support and
excitement for Vail's future among full-time and part-time residents, as well as
respondents from the various neighborhoods throughout Vail, and with differing lengths
of residency. When asked about the general state of Vail, 70 percent of those surveyed
said the town is moving in the "right direction," a significant improvement over the 57
percent approval rating in 2003 when the survey was last fielded. Also this year, fewer
people, 19 percent, have said the town has gotten off on the "wrong track," compared to
28 percent who. provided a negative response in 2003. Citizens are generally satisfied
with town efforts to facilitate, manage and disseminate information regarding Vail's
redevelopment, according to Cares, with 55 percent saying they are "satisfied" or "very
satisfied" with the quality of new development or redevelopment over the past three
years, compared with only five percent who said they are "not at all satisfied.". When
asked how they would describe their attitude about the improvements that are occurring
throughout Vail, 88 percent of respondents said they were either "very excited" or
"somewhat excited" about the vision for the new Vail. Only ten percent said they were
"not at all excited." Respondents were split, however, when it came to ranking the town's
progress in addressing five areas of focus ident~ed by the Town Council in 2004.
Respondents were most favorable toward efforts to "add to Vail's appeal as a great
place to live, work and play," with 57 percent saying they were either "satisfied" or
"extremely satisfied" with current efforts. Respondents were also largely satisfied with
efforts to "facilitate Vail's redevelopment," with 55 percent saying they were "satisfied" or
"extremely satisfied." Satisfaction declined with the remaining three goal areas as
follows:
• "Elevate community leadership, including efforts to work in partnership and cooperation
with the business community, Vail Resorts, the Recreation District, etc." Responses
were relatively divided, with a similar percentage of respondents indicating they were
satisfied, 33 percent, compared to not satisfied, 29 percent, regarding efforts to address
community leadership.
• "Improve the local economy, focusing on reversing trends such as flat sales tax,
regional competition, etc." Only 25 percent of respondents were satisfied with efforts
toward this focus, compared to 33 percent who were generally not satisfied.
2
• "Address issues proactively, continuing to pursue resolution on important projects, such
as the West Vail fire station planning, I-70 noise mitigation, etc.° About 37 percent of
respondents. were generally not satisfied with efforts at addressing issues proactively,
compared to only 2T percerit tfiatwe~e satisfied: - .. _,:r _
Parking tops the list as the biggest issue facing the town with nearly twice as many
comments as any other category and similar attention received by full-time residents and
part-time residents. Other issues of importance include the conference center,
redevelopment, affordable housing, I-70 noise, growth, development/overdevelopment,
tourism, cost of living and business issues. The random telephone survey was
conducted during a two week period in March and April and includes responses from
302, year round .residents; and 102 part-time. residents. It has. a margin or error factor of
plus=or-minus 4.9 percent. Cares noted that because the survey method was virtually
identical to the past three years in terms of the type of questionnaire used, the timing
and the general wording of questions, it is possible to make direct comparisons from
year to year to identify shifts and trends.
For example:
• Ratings of the "sense of community" showed some positive change this year from the
past several years. The percentage of respondents who said things had "improved"
stayed about the same as in 2003 at 17 percent, but the percentage who said things had
"gotten worse" declined to 21 percent from 31 percent.
• Showing significant improvement from 2003 are ratings for the three-hour time-limited
shopper's parking, which was rated 3.2 in 2003 and 3.8 this year with 5.0 being the
highest score. Parking fees/pricing structure also improved this year (3.0 average) from
2.7 in 2003, but remains below the rating in 2002 (3.2 average).
• Town of Vail staff continued to receive a very favorable rating of 3.7 on average. The
percentage of respondents rating staff a 4 or 5 increased about 10 percentage points
this year (65 percent) from ratings in 2003 (54 percent).
• Town Council ratings improved this year,. averaging 3.2 versus 3.0 in 2003. The
percentage of- 4 and 5 ratings also increased' about 12 percentage points, from 26
percent in 2003 to 38 percent this year, whereas the percentage of 1 and 2 ratings was
largely similar with'2003 (23 percent in 2005 vs. 21 percent in 2003).
• Modest declines were seen in satisfaction with various aspects of Community
Development (including building permit review and inspections, 3.0 in 2005 versus 2.8 in
2003), and the Police Department (overall feeling of safety and security, 4.4 in 2003
versus 4:2 in 2005; friendliness and approachability of police, 4.2 in 2003 versus 4.0 in
2005; and the overall quality of police services, 4:1 in 2003 versus. 3.9 in 2005).
In rating their satisfaction with a variety of municipal. services; the. highest scores were
given to the following categories:; courtesy. and ,helpfulness; of frefighters, , 4.5;
dependability of bus service, 4.5; summer. parking availability; 4:5 fire/emergency
medical response time, 4.4; .library story hour; 4.4 frequency, of the in-town shuttle, 4.4;
and bus driver courtesy, 4.4. The lowest scores were given to winter parking availability,
2.5 Design ~ Review Board, 2.7; building permit review and,,inspections, 2.9; parking
fees/pricing structure, 3.0; and' parking pass benefits, 3.0. In a new series of questions,
3
recreation programs were evaluated. In general, satisfaction ratings with programming
and facilities was high, with average ratings between 3.8 (the lowest rated category,
"adult programs and activities") and 4.2 (the highest rated "Vail Nature Center"). In
another new question respondents were asked, "What doesn't Vail have that you would
like to see provided?" Only about half (54 percent) of respondents identified an
improvement. When the open ended suggestions are quantified, the large majority of
suggestions fall in the area of recreation (a recreation center) or swimming pool (77
responses; 25 percent of respondents), followed by better or affordable parking (32
responses; ten percent); a conference center (eight percent) and entertainment and
activities for kids/teens (seven percent). While one of the goals of this question was to
probe whether there were big new ideas on the minds of the community, Cares says, in
general the majority of responses fell into categories that have been discussed by the
community at various times in the past.
Donovan asked if the survey was a good cross-section of the community or was there a
group left out. Cares stated he believed it was a good cross-section, as it occurred
during a time when a lot of the (Nail's) work force was present. "It was a little more
conversational survey than what we have done in the past."
The sixth item on the agenda was the first reading of Ordinance No. #1, Series of 2005,
an ordinance establishing Special Development District No. #39, Crossroads. On April
25, 2005, the PEC held a public hearing on a request to establish SDD No. #39,
Crossroads. The purpose of the new SDD is to facilitate the redevelopment of
Crossroads, located at 141 and 143 Meadow Drive. Upon review of the request, the
PEC voted 7-0 to forward a recommendation of approval of the request to establish SDD
No. #39, Crossroads, to the Vail Town Council. In introducing the agenda item,
Community Development Director Russell Forrest told Council this was one of the more
challenging projects the department has had over the past few years. He explained floor
plate heights have increased over the years, which has had an impact on the overall
height of the building verses what the Vail Village Master Plan identified for potential
building heights. "The master plan envisioned five to six story buildings along the
frontage road." He then said additional work is still needed on the architectural design.
Town Planner Warren Campbell summarized building height, setbacks, architecture,
northwest corner building form, comparison of Four Seasons and Vail Plaza and sub
grade encroachments.. "Everyone can agree Crossroads is in need of redevelopment."
Representing the applicant, Dominic Mauriello explained how the building conformed to
master planning and reflected changes previously outlined by Council. Logan questioned
traffic generation. Mauriello stated the project traffic analysis did not show a roundabout
was warranted. Town Engineer Tom Kassmel stated traffic on the south side of the
proposed project was rated at level C service, and is working very well. Level C service
is designated as an expected pause of 23 seconds. Cleveland asked if all projects in the
area had been evaluated to determine the cumulative traffic impact. Hall stated the
analysis was not created in a vacuum. Logan questioned the creation of only five new
employees from the project (in regard to employee housing units). Mauriello stated by
following town requirements, only 30% of the additional employees generated by the
project required additional housing. Speaking on behalf of the applicant, Rick Scalpello,
president of the Meadow Drive Partnership, stated the majority of business owners on
East Meadow Drive agreed Crossroads should be approved as presented. During a
pause for public comment; Paul Johnston, Joe Staufer, Jonathan Staufer, Andy Daly,
Luc Meyer, Sheika Gramshammer, Wendy Losassa, Bob Fritch, Bill Rey, Gwen
Scalpello, Dean Hall, Tom Steinberg, Georgeine Burton, Ann Marie Mueller, Connie
4
Miller, and Fred Hibberd stated design guidelines are inadequate and encouraged
Council to send the project back for a meaningful reduction and recommended Council
preserve the "quaint village" type atmosphere- Vail currently maintains. PEC member
Doug Cahill stated the grade plane primarily helped. him determine the structure was,. not
too high. He qualified his statement by saying the master plan allows for the height on
the frontage road. Logan asked if the PEC had asked for more aggressive changes.
Donovan questioned the role of PEC members. PEC member Bill Jewitt stated the
height plane created by Jeff Winston helped. Tim Parkes Todd Biaka, Reyla Kundolf,
Mark Gordon, .Robert Aikens, Bob McNichols, Rob Swim, Kaye Ferry, Steve Lindstrom,
Chas Bernhardt and Annette Hahn spoke in support of the project. Ann Reilly Bishop,
representing the Village Inn Plaza Homeowner's Association Phase III; emphasized the
project was incompatible with the existing environment. Hitt questioned easements
involving public use of the plaza and development improvements. Donovan stated the
landscaping was inadequate and the height comparisons provided to Council by staff
were deceptive. "I have a huge problem with the architecture." Logan stated his
overwhelming feeling was one of disappointment. "I am disappointed in town staff and
PEC. I think we have wasted three months." Since Council's last review, Logan said a
reduction in height from 108 to 100 feet, and one less dwelling unit was not enough to
cause him to support the project. Logan completed his comments by saying the town
needs to articulate a vision of where it is going and strategically review what Council
wants to happen. Cleveland expressed concern over deviations from underlying, zoning.
"Heights are out of scale for this town. I voted against Four Seasons because for the
very reason we are here." Ruotolo expressed concerns over landscaping and employee
housing, but generally agreed with the project's concept. Moffet supported the project as
it provided much needed retail and recreational amenities. "We will look more like
Beaver Creek without Crossroads than we will with Crossroads." Moffet moved to pass
the motion with Ruotolo seconding. Slifer stated Crossroads needs to be developed but
not enough progress had been made on the size and design of the structure. "We have
come a long way, but there is work to be done." The. motion failed, 2-5 with Slifer, Logan,
Donovan, Hitt and Cleveland opposed. Zemler recommended tabling the ordinance until
the first meeting in August. "V11e need to get our arms around the issues." Cleveland
asked the item be discussed at the next meeting. Zemler stated the developer needs to
know what changes Council required for the project's, success. Bob Lazier
recommended Council negotiate the matter directly with the developer. Hitt moved the
item be tabled to July 19. Logan seconded the motion. The motion passed 5-2 with
Moffet and Ruotolo opposed.
The seventh item on-the agenda-was the first reading of Ordinance No. #16, Series of
2005, an ordinance amending Title 12, Zoning Regulations, Vail Town Code, to amend
the Commercial Service Center (CSC) District to add "bowling alley' as a conditional use
to the District and to add a definition of a "bowling. alley" to the Vail Town Code. On April
25, 2005, the PEC voted 6-0 (Gunion absent) to forward a recommendation of approval
for a proposed text amendment to the Commercial Service Center (CSC) District to add
"bowling alley`' as a conditional use and to add. a definition fora "bowling alley" to the
Vail Town Code. Cleveland moved and'-Hitt seconded a motion to table the item until
July 19. The, item passed. unanimously, 7-0.
The eighth item on the agenda was the second reading of Ordinance No. #14, Series of
2005, an ordinance repealing and reenacting Ordinance #24, Series of 2004 establishing
Special- Development District No. #38 Manor VaiF Lodge: On December 7, 2004,
Council at a public hearing. approved the second reading of Ordinance #24, Series. of
5
2004 by unanimous vote to establish SDD No. #38, Manor Vail Lodge. The purpose of
the new SDD is to facilitate the redevelopment of the Manor Vail Lodge, located at 595
Vail Valley Drive. In the time since this approval, a discrepancy was discovered in the lox
area of the Manor Vail development site which has rendered many of the zoning
statistics reported in Ordinance #24, Series of 2004 inaccurate. In addition there was a
typographical error found regarding the number of attached accommodation units to be
constructed. Ordinance #14, Series of 2005, corrects these items. Moffet moved with
Cleveland seconding to approve the ordinance. The motion passed unanimously, 7-0.
The ninth item on the agenda was the second reading of Ordinance No. #17, Series of
2004, an ordinance amending SDD #4, Cascade Village, to allow for the creation of
Development Area E, located at Tract K, Glen Lyon Subdivision. The applicant
requested Council table the second reading of Ordinance No. #17, Series of 2004, to
August 2, 2005. On July 12, 2004 the Town of Vail PEC voted 4-2 to forward a
recommendation of approval, with conditions, for the proposed amendments to SDD #4,
Cascade Village. On August 3, 2004 by a vote of 7-0 Council approved the first reading
of Ordinance No. #17, Series of 2004, with a condition that the applicant, Vail Resorts,
resolve any issues related to the Protective Covenants of Glen Lyon Subdivision, prior to
the second reading of this ordinance. On August 17, 2004; October 5, 2004; January 4,
2005; and May 3, 2005; Council tabled the second reading of Ordinance No. #17, Series
of 2004, to allow the applicant additional time to resolve issues related to the protective
covenants. The outstanding protective covenant issues have not yet been resolved;
therefore, Vail Resorts requested the second reading of Ordinance No. #17, Series of
2004, again be tabled to a future Town Council meeting. Representing Vail Resorts, Jay
Peterson reported progress was being made. Moffet moved to table the item until August
2, with Ruotolo seconding. The motion passed unanimously, 7-0. For details, contact
Bill Gibson at 479-2173.
The tenth item on resolution No. #10, Series of 2005. Tribute to Betty Ford. Donovan
questioned the wording of the tribute to Mrs. Ford. Moffet moved with Cleveland
seconding a motion to approve. The motion passed 6-1, with Donovan dissenting.
The eleventh item on the agenda was a Timber Ridge Affordable Housing Corporation
(TRAHC) • Board update. The "Agreement Regarding Reporting and Financial
Disclosures" between the TRAHC Board and the town sets forth certain reporting
requirements. TRAHC is providing Council with financial and operating information per
these requirements. TRAHC's bond counsel has drafted documents for the $700,000
loan approved by Council on June 7, 2005. This information is also provided for -Council
comment. Council also requested updates concerning progress toward remediation and
sale or redevelopment of the property. This update will be provided by the TRAHC
Chairman.
The twelfth item on the agenda was the Town Manager's Report.
- Clean Up Day Wrap Up
Cleveland mentioned Ernst Larese (Swiss Hot Dog Company) has always catered the
clean-up. Council agreed he deserved praise from Council, and his restaurant should be
used the next time Council required catering,
- Mid-Cycle Funding Requests
During the discussion on mid-cycle funding requests on June 7, council advised staff to
include the question of why this funding request was not part of the regular cycle on the
mid-cycle criteria. Staff added this question to the mid-cycle funding request criteria.
Also, during this discussion, council directed staff to come up with a recommendation for
a dollar amount for discretionary spending on mid-cycle funding requests. Staff
recommended bringing any requests over $5,000 to council for approval. Budgeting for
in-kind services will be examined by staff during the 200Ei budget process. Donovan
clarified it was in-kind services/dollars.
- Seibert Circle Update
Donovan provided .a graphic representation of a proposed Seibert Circle design.
Ruotolo stated she hated it. Logan said he would have to study the renderings. Moffet
said he was bored to death by it. Cleveland .stated it was boring. Council agreed to
provide direction at its July 5~' meeting.
The thirteenth item on the agenda was Adjournment:
Moffet moved and Ruotolo seconded a motion to adjourn. The motion passed
unanimously, 7-0. The meeting adjourned at approximately '12:20 a.m.
Respectfully Submitted,
Rodney E. Slifer, Mayor
ATTEST:
Lorelei Donaldson,. Town Clerk
Minutes provided by Corey Swisher.
~w~oFV~ j
Memorandum
To: Town Council
Stan Zemler, Town Manager
From: -~J~wight Henninger, Chief of Police
Date: July 5, 2005
Subject: I-70 Enforcement Quarterly Update
Background:
Department of Police
In early 2004, the Vail Town Council directed the Vail Police Department and other town
departments to participate in an educational, enforcement, engineering and legislative initiative to
reduce noise emanating from passenger and commercial vehicle traffic on Interstate 70. The Police
Department's responsibility was primarily for the education and enforcement components of the
overall plan.
The Vail Police Officers had been handling about 112 accidents a year and eight fatalities over the
past six years. Therefore, an opportunity to reduce accidents, in addition to reduction in the noise,
were acknowledged and supported by the Police Department. Regularly responding to I-70
accidents without the ability to address the causes of the accidents resulted in frustration for many
of the officers. The danger of responding to accidents on the interstate were clearly on the minds of
every officer with the death of Officer Ryan Cunningham in May of 2001, who was handling a
traffic accident on Interstate 70.
The program began with speed surveys conducted in early April, 2004, to obtain baseline data. On
April 19, 2004, the education enforcement campaign was launched. The intent of the campaign was
to creating awareness in the reversal of a 25-year policy of Vail Police not enforcing traffic laws on
the interstate. Prior to this change, the only enforcement presence on I-70 was a very limited
Colorado State Patrol hit and miss program. Additionally, the campaign emphasized a period in
which warnings were issued to minimize public perceptions of a speed trap.
The education program consisted of posters, newspaper ads, newspaper articles and radio public
service announcements. On-the-air live interviews were used with a consistent message of "65 Max
on I-70." Channel 13/21, the cable weather/road conditions channel, also has a trailer message and
the logo, about the program, on its regular programming. The town email newsletter also carried
information about the program to second home owners.
Based on this media campaign, additional media coverage was created with the Denver TV news
stations, National Public Radio and Associated Press. Colorado Department of Transportation
variable message signs were also used to alert drivers of the increase enforcement in Vail. All
Town of Vail vehicles from the police, public works and community development departments had
the message placed on the rear of the vehicles.
1
The Colorado State Patrol was asked to increase their enforcement presence in the Vail area to
augment the Vail staffing.
Additional permanent signage was put in place on the interstate including;
-Attention Truckers Engine Brake Mufflers Required (4)
-Noise Ordinance Enforced fines up to $999 (3)
-Reduced speed limit for loaded commercial trucks 1''.engthened for 1/z mile (MM 181.5)
Council funded one additional officer for the one year pilot program, which translated into a
commitment from the Police Department for three hours of enforcement a day, or twenty-one hours
a week. The weekly average enforcement time during the past year was 22 3/4 hours. During most
of the year, warnings were emphasized, and only recently has an emphasis been placed on citations.
The town also purchased a Speed Awareness Mannequin (SAM) to be placed in a decoy patrol car
that was used on the interstate in an attempt to slow individuals when an officer could not be
present on the highway. This decoy patrol car had bus batteries installed and attached to a fixed
radar device, which emitted radar waves to slow motorists vrith radar detectors.
A noise and speed demonstration site visit to I=70 was conducted for Council in August of 2004.
Year-End Results:
The Police Department is proud of the results of the 52 week enforcement pilot program on I-70,
which includes- the following statistics:
• 1,184 hours of I=70 patrol time averaging 22 3/a hours a week.
• 953 warnings
• 154 citations for speeding with an average speed of 85.2 MPH
• 67 summons and 64 arrests for various crimes
See attachment #1 fora 52 week full summary of activities on I-70
Recent speed survey data from CDOT show only a very mirximal reduction in speeds in certain
areas of town and slight increases in other areas. The Police Department's opinion is that speeds
may be significantly affected by the weather conditions, such as wet snow and rain, changing the
data yeax-to-year comparison results. Additionally, it .is clear that travel speeds have been
increasing over the past few years and the data shows that there ,have not been any statistically
significant increases during the past year; an excellent result of this program.
The Community Survey results indicated that 78% of those :>urveyed were aware of the I-70
enforcement effort, and 44% said it had affected the way that they drive on I-70. The Police
Department feels that an awareness level is an important first step, and a consistent enforcement
presence on I-70 will continue to maintain the current speeds, if not reduce them, in future speed
surveys. Additionally, if the program• has affected 44% in the way they drive, there would be
another significant percentage driving the speed limit.
Because of the positive responses fo the media campaign anti the very limited negative comments
from the public, the Vail Police Department considers this program to be successful and requests to
continue the enforcement program on Interstate 70. Additional enforcement work using sound
meters is still needed and updated educational programs are important to keep this issue current
with the trucking industry and local drivers.
The Vail Police Department received an award for the I-70 program from the Colorado Association
of Chiefs of Police for the innovative educational efforts.
Recommendations:
Staff recommends that the Council authorize the following:
1. Continuation of the I-70 noise and speed education and enforcement program by the Police
Department, at a cost of $24,000 for the remainder of 2005. It is recommended that I-70 Noise
Mitigation capital funds be used for funding this project.
2. Direct the Town Manager to include an additional peace officer position in the 2006 budget
request.
d
MEMORANDUM
TO: VAIL TOWN COUNCIL
FROM: Stan Zemler, Town Manager
Farrow Hitt, Town Council Member
Kim Ruotolo, Town Council Member
Suzanne Silverthorn, Community Information Officer
Krista Miller, TOV Human Resources
DATE: July 5, 2005
SUBJECT: Review of Vail Visitor Information Center Proposals and Selection of
Third-Party Operator
BACKGROUND
The Town of Vail has been soliciting proposals to operate and manage the Vail Visitor
Information Centers beginning October 1, 2005, and continuing for athree-year period.
The Visitor Information Centers in Vail Village and Lionshead are currently managed by
the Vail Valley Chamber & Tourism Bureau under aone-year contract totaling
$171,462.50 which ends Sept. 30, 2005. The one-year contract (reduced from athree-
yearcycle) was established by the Vail Town Council in response to questions that were
raised during the previous solicitation process and the subsequent recommendation. As
a result, a Council Visitor Information Center Committee was established to research
visitor center operations elsewhere in the region and to develop recommendations and
strategies for a fair and impartial decision-making process in selection of an operator for
the next contract period. The 5-member committee is comprised of Council members
Farrow Hitt and Kim Ruotolo, plus Stan Zemler, Krista Miller and Suzanne Silverthorn
from the town staff.
REQUEST FOR PROPOSALS (RFP) PROCESS
On April 5, 2005, the Vail Town Council approved a recommendation by the
Council Visitor Information Center Committee to direct the committee to draft a request
for proposals (RFP) for athird-party Visitor Information Center operator using criteria
developed by the committee and approved by the Town Council. Simultaneously, the
Town Council directed the committee to continue its analysis of a town-run operational.
structure... _ _ - - - -- -- - - - - _ _ - - -- - - -
On April 19, 2005, following a review of the draft RFP and discussion of a potential town-
run structure, the Town Council directed the committee to issue the RFP with a due date
of 12 Noon June 1. At the time, it was noted the Town Council had the right to reject all
proposals and resume its discussions of a town-run operation.
The RFP contained specific details about operational pertormance and accountability to
provide clarity and clear direction regarding the purpose and goals of the Visitor
Information Center. A fundamental policy change was also noted in the RFP: °As of
October 1, 2005, commissions on lodging and activities booked from the Vail Visitor
Information Centers will be discontinued. "
There were three responders to the RFP, all submitting complete proposals:
t
• Vail Brochure Delivery (VBD)
• Vail Chamber & Business Association (VCBA)
• Vail Valley Chamber & Tourism Bureau (WCTB)
EVALUATION AND SELECTION
The last section of the RFP outlines the evaluation criteria to be used by the committee
in formulating a selection recommendation:
• Completeness of proposal
• Background and experience
• Qualifications
• Proposed business plan
• Proposed cost
• Ability to meet and exceed the six goals identified in the RFP as approved by
the Town Council on April 19, 2005: Business Decision Focus; Fairness in
Access, Representation; Singular Focus and Purpose; Efficiencies; and
Accountability
After reviewing the written proposals, the committee conducted interviews with
representatives from the three responders on June 23. Following the interviews, the
committee identified the Vail Valley Chamber & Tourism Bureau and Vail Brochure
Delivery as the top two candidates, while the Vail Chamber & Business Association was
eliminated from further consideration. A follow up interview was held with Vail Brochure
Delivery on June 28. Also on June 28, the committee met to complete the evaluation
process and to formulate a recommendation to the Town Council. The committee's
evaluation, based upon the written proposals and interviews, is presented below (in
alphabetical order):
Completeness of Proposal
Vail Brochure Delivery
. All requested items included; clear understanding of implementation. Best
prepared and best delivery during interview presentation.
Vail Chamber & Business Association
All requested items included; clear understanding of implementation.
Vail Valley Chamber &.Tourism Bureau
Written proposal was most complete. Clear understanding of implementation and
expectations. Only proposal to integrate 5 areas of focus established by Town
Council.
Background & Experience
Vail Brochure Delivery
Solid relationships with Vail businesses; demonstrated understanding of fairness
in representation and provided examples. Previous experience at Steamboat
Springs Visitor Center.
Vail Chamber 8~ Business Association
Gains made in experience via Eagle Airport cornpone~nt and reservation systems.
Not able to quantify current visitor services, such.as number of phone calls
handled, walk-ins; types of inquiries; etc.
Vail Valley Chamber & Tourism Bureau
Most appropriate background and experience, given historic track. record.
Qualifications
Vail Brochure Delivery
Loyal customers and business contacts demonstrate ability to build relationships.
Professional and enthusiastic. Entrepreneurial nature of independent contractor
is appealing and refreshing.
Vail Chamber & Business Association
Operational and management structure identified; knowledgeable staff.
Vail Valley Chamber & Tourism Bureau
Has solid grasp of business at hand; professional; attention to detail; track
record.
Proposed Business Plan
Vail Brochure Delivery
Best articulation of integration of Town of Vail goals; "your mission is our
mission." Identification of independent measurements. Training manual included
in appendix. Efforts to research reservation software system showed attention to
detail and reluctance to cut corners just to win bid. Day-to-day management to be
provided by Bobby Bank and Mary Ellen Welch who would work on site; no
additional layers of management. Successfully addressed concerns related to
preferential treatment to current Vail Brochure Delivery customers.
Vail Chamber & Business Association
Requested moving chamber office to visitor center space. While this was
represented as an efficiency, it conflicts with another town goal of "singular
customer service focus and purpose" and "removing the possibility of conflicting
roles or political agendas." The committee expressed concerns about the mission
and program activities of the VCBA bleeding into the visitor center operations.
Management structure shows Info Center Manager "to be determined."
Vail Valley Chamber & Tourism Bureau
Solid business plan presented with delivery of status quo, with the exception of
elimination of programs that were previously managed by visitor center staff,
including the Vail Concierge Nights, Community Host Program, Construction
Host Program and the Stranded Motorist Program. Creative incentive program
offered to keep employees motivated.
Proposed Cost
Vail Brochure Delivery
Original. bid of $220,700 for operation of 2 locations, plus $43,200 for capital
expenses. The committee recommends excluding costs for third party -annual
performance measurement ($17,100) and proprietary book and referral system
($32,000) for a balance of $214,600. If Vail Brochure Delivery is selected, it is
recommended the performance measurements and lodging referral system be
developed in partnership with the town following asix-month operational period.
Vail Chamber & Business Association
Original bid of $207,008 plus $6,750 in capital expenses for operation of 2
locations. An additional $3,000 would be required to adjust for combined offices
which is not a consideration. This is a total of $216,758. The cost for annual
performance measurements was not identified separately as requested in the
RFP.
Vail Valley Chamber & Tourism Bureau
Lowest bid for operation of 2 locations at $197,000. Only proposer to factor in
merchandise sales ($12,000 in income) with a proposed first year contract with
the Town of Vail at $185,000. The cost for annual performance measurement
was identified separately, as requested in the RFP, ranging from $2,016 to'
$1,008, depending on the number of secret shopper evaluations.
Ability to Meet/Exceed Goals
Vail Brochure Delivery
Best ability to meet and exceed goals due to high level of enthusiasm and
energy. Willing to absorb losses if costs exceed bid. Solid reference letters from
numerous supporters, indicating existing community support. Best opportunity to
create a high level partnership with the town in working collaboratively on start-
up. No ownership of previous operational policies, such as commissions. Open to
new ideas and approaches. Embraces customer service focus and policies
identified in RFP'.
Vail Chamber 8~ Business Association
Least able to meet and exceed goals. During the interview process, the
committee couldn't get comfortable with the VCBA's ability to separate
memberships, political views and other involvement from operation of the Visitor
Centers, as evidenced by the request to move the VCBA offices into the Visitor
Centers. As such, the committee felt as if the Visitor Center operation would
become an extension of the VCBA and its mission rather than an extension of
the. Town of Vail. Additionally, the committee expressed concerns about the
ability to create a viable partnership and working relationship with the VCBA.
Vail Valley Chamber & Tourism Bureau
Best ability to meet goals under a status quo operation. During the interview, it
became clear the organization felt an obligation to submit a proposal, despite
what representatives described as being. hassled in 'the past. The committee also
probed reaction to the new policy in which commissions had been eliminated.
Responses during the interview caused the committee to question whether the
passion and .enthusiasm for operating the center could be rejuvenated in a way
that would exceed the town's goals.
COMMITTEE RECOMMENDATION
Following evaluation of the written proposals and the interview process outlined above,
the committee unanimously recommends selection of Vail Brochure Delivery for
operation of the Vail Visitor Information Centers. This recommendation wasn't evident
until after the interviews were conducted. It was during the interview process that
representatives from Vail Brochure Delivery demonstrated a~ lever of passion, energy,
- --- - - - - - ----drive-and-enthusiasm-that-far-exceeded-the-interest-and-connmitment shown by the-other --
candidates. Bobby Bank and his partner Mary Ellen Welch sirticulated their vision of
bringing a fresh approach to operation of the visitor centers and the criteria they would
use to hire staff and maintain an enthusiastic arid welcominci presence at the centers.
This is not to say the committee is displeased- with the current operator, the Vail Valley
Chamber & Tourism Bureau. Operational policies that eliminated lodging, bookings ;'
outside Vail's boundaries have been.. implemented at the request of the town and the ~~
Visitor Information Center staff has been performing consistently during monthly secret `~
f
shopper evaluations conducted on befialf. of the town. -
With.: each of the two. remaining`. candidates exhibiting different strengths, the committee's
recommendation is largely based on Vail. Brochure Delivery.'.-ability to best serve the
- Town>of Val~and;the six operational goals identified in the RFP:
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• As an independent contractor, the company is eager to align itself with the Town
of Vail vision and goals and has a business decision focus.
• Fairness in access and representation is well documented in the company's past
performance, and Vail Brochure Delivery has indicated its unconditional support
of the operational policies identified in the RFP.
• In comparing a small, for-profit business with two membership organizations, the
committee- found Vail Brochure Delivery to be best suited to maintain a singular
customer service focus and purpose in that the possibility of conflicting roles or
political agendas are greatly minimized due to the independent nature of the
business.
• Vail Brochure Delivery is capable of providing efficiencies during the start-up
period and over time. The company's overhead is low and the partners are eager
to work collaboratively with the Town of Vail to reduce costs associated with a
lodging booking system and performance measurements. Additionally, Vail
Brochure Delivery is prepared to explore the use of volunteers for future phase-
in.
• The committee found Vail Brochure Delivery's accountability commitment
exceptional in that it identified a third party evaluator to measure its performance.
Additional accountability has been proposed in development of software for the
lodging booking and referral system.
• Vail Brochure Delivery has indicated it will seek continual input from visitors and
businesses and, as a small business, is prepared to be flexible in its adaptability
to changing circumstances required of the operation.
While the committee finds Vail Brochure Delivery to be best suited meet and~ccee~d --~
the to a committee has discussed at great el~~i e~C3sf"--~"'
e een Vail Brochure Delivery and the low bidder, Vail Valley Chamber &
Tourism Bureau. The difference is as high as $78,900, or $29,600 based on the
committee's recommendation to eliminate the two line items identified previously. In
addition, some savings could be realized through the sale of merchandise, lowering the
difference to approximately $18,000. The Vail Brochure Delivery bid also includes a
$5,000 capital expense to remodel the Vail Village location.
That said, the committee continues to endorse Vail Brochure Delivery, noting that it
would be worth the extra expense (with a cap to be identified by the Vail Town Council)
to bring new energy and enthusiasm to the Vail Visitor Information Centers, especially
during this time of renewal and revitalization. This recommendation is not without risk,
given the entrepreneurial nature of the proposal.
However, if the expectations of the Vail Town Council are being met with the current
operator, the committee would support selection of the Vail Valley Chamber & Tourism
Bureau.
ACTION REQUESTED OF COUNCIL
The Council Visitor Information Center Committee unanimously recommends selection
of Vail Brochure Delivery to operate the Vail Visitor Information Centers as outlined in
this memorandum. The Committee further requests the Town Council authorize the
Town. Manager to negotiate a three year operating contract with a not to exceed amount
identified by the Town Council. It is additionally recommended the contract include six
month reviews during the first and second years.
,l..
ATTACHMENTS
• RFP Issued April 20, 2005
• Vail Brochure Delivery Proposal
• Vail Chamber ~ Business Association Proposal
• Vail Valley Chamber & Tourism Bureau Proposal
6
REQUEST FOR PROPOSALS
TOWN OF VAIL INFORMATION CENTER OPERATIONS
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TOWN OF VAIL
TOWN MANAGER'S OFFICE
75 S. FRONTAGE ROAD
VAIL, COLORADO 81657
APRIL 20, 2005
INTRODUCTION:
Vail is ranked as the No. 1 ski resort in North America and averages over 1.5 million
skier visits annually. 1n addition, the resort's popularity as a summer destination has
seen steady growth following implementation of atax-supported marketing fund to
promote visitation during the non-skiing months. The citizens of Vail rely on sales tax
income from visitor spending to support municipal services and to fund amenities for-
guest and resident use.
Since its founding in 1962, Vail has developed a reputation iPor innovation and
excellence, which has resulted in exceptional experiences for guests and a high quality
of life for residents. To ensure Vail's future success, alarge-scale revitalization is
underway totaling more than one billion dollars in public and private investment.
In addition to the new infrastructure, visitor services are an important component in Vail's
continuing success. The Visitor Information Centers in Vail Willage and LionsHead,
owned by the Town of Vail, have been in place for more than 30 years and serve as the
first point of contact for many arriving visitors. The facilities are staffed to provide a
friendly welcome and to assist with information needs, resultiing in a positive impression
about Vail. Over 90,000 visitors a year pass through the Vail Information Centers. Of
those, approximately 60 percent visit the centers during the soummer and 40 percent in
winter.
The Town of Vail is soliciting. proposals to operate and manage the Vail Visitor
Information Centers beginriing October'1, 2005, and continuing for a three year period.
The operation will serve to further Vail's reputation for resort excellence and contribute to
the municipal goals of economic vitality and prosperity fof businesses in the Town of
Vail.
SCOPE OF WORK:
The Town of Vail is seeking an operator for the Vail Information Centers best qualified to
fulfill the purpose, operational standards and goals identified key the municipality.
Purpose
The purpose of the Vail Visitor Information Centers is to assist visitors with
their questions and needs in a way that provides a positive impression
about Vail. Through delivery of exceptional customer service, the interaction
creates a welcoming environment where visitors feel comfortable exploring the
resort at their own pace-whether it is a stroll through town for lunch, an intended
or impromptu activity, an overnight stay, or an intent to return. As such, the
operation will serve to further Vail's reputation for resort excellence and
contribute to the municipal goals of economic vitality and prosperity for
businesses in the Town of Vail.
2
Operational Standards
To fulfill the customer service, information outpost purpose described above, the
operator shall gather and dispense information about Vail, its attractions, events,
businesses and other related matters to serve the needs of Vail's customers. Information
and services shall include the following:
• Collect and dispense information relating to all current and future events and
activities in the Town of Vail.
• Collect and dispense information regarding the physical layout of Vail and
provide personalized assistance with wayfinding, directions and other visitor
orientation needs.
• Dispense information and provide for the free display of materials and
brochures from any and all Town of Vail businesses, including attractions,
lodges, shops and restaurants in accordance with the following policy:
It is the policy of the Vail Visitor Information Centers to first and foremost offer visitors
information on the amenities offered within the Town of Vail. These amenities include
lodging, restaurants, businesses and services. If the guest's request does not exist
within the Town of Vail, a comparable amenity within the Town of Vail should be offered.
If this still does not accommodate the guest's needs, it is appropriate to offer a business
within the Vail Valley but not within the Town of Vail in order to display excellent customer
service. It is acceptable to offer guest activities that are not located within the Town of Vail when no
other Vail-based options are available.
• Display and distribute information in which Vail is featured in the title or
content of the publication subject to approval by the Town of Vail.
• Provide on-site access for lodging and activity bookings via use of computer
terminals and courtesy phones in accordance with the policy listed below. All
software used in the Visitor Centers will be restricted to Vail properties only.
The Vail Visitor Information Center lodging policy is to facilitate information on lodging located within
the Town of Vail. If the guest specifically requests information on lodging outside the Town of Vail, the
Visitor Center staff will dlred the guest to a courtesy phone where the visitor can make the necessary
arrangements on their own. Similarly, visitor services agents may facilitate bookings for activities
located within the Town of Vail. Guest activities that are not based within the Town of Vail may also
be faalitated. As of October 1, 2005, commissions on lodging and activities booked from the Vail
Visitor Information Centers will be discontinued.
• Provide on-site facilitation of complaints or problems related to the Vail
Village or LionsHead parking structures via distribution of discretionary
coupons. The operator shall provide internal controls to prevent abuse.
• Collect and dispense information to promote Vail's resort offerings, including
the commercial business districts (Vail Village, LionsHead and West Vail),
Vail Mountain, the transit system, recreational trails and paths, Ford Park,
Colorado Ski Museum, Vail Golf Club, Vail Library and all. other amenities
within the resort.
• Collect and dispense information and services to encourage and facilitate
visitation dtaring Vail's revitalization.
• Provide for the sale of Vail manhole cover products and other merchandise
approved by the Town of Vail that serves to complement the purpose of the
center.
• Provide wheel chairs in accordance with the followin
For the convenience and safety of guests visiting Vail, both the Vaila dOLlionsHead Visitor Centers
have a wheel chair available. These are for day use on a complimentary basis and are to be returned
before the Visitor Centers close for the day. All guests using the wheel chair must first fill out acheck-
outform. They should inGude their name, address, contact information and a credit card number in
case the wheel chair is not returned or returned damaged. If the guest is unable to return the wheel
chair before the Visitor Centers closes, such as during the shortened off-season hours, the Visitor
Center agent should make arrangements for the wheel chair to be dropped off at the designated
aftemative logtion: La Cantina Restaurant, located on the second level of the Village Parking
Structure. The restaurant should be contacted in advance to set up a return time.
3
• Provide visitor center services to businesses located in the Town of Vail in an
equal and non-discriminatory fashion.
• Process the fulfillment of visitor information requests in a timely and
customer-friendly fashion to maximize impact on the potential customer.
• Maintain staffing and hours of operation as follows:
• Winter season, 8 hours per day per center.
• Summer season, 11 hours per day per center.
• Spring & Fall Season, up to 6 hours per day per center with. overlapping
hours maintaining a 10 a.m. to 6 p.m. combined operation.
• Maximize opportunities to access visitor information on a 24/7 basis.
• Maximize opportunities to collect visitor contact information for performance
measures.
FACILITIES:
The Town of Vail currently maintains two Visitor Information Centers; one in Vail Village
and one in LionsHead.
Vail Village Visitor Information Center
The Vail Village location is a 950 sq. ft. space located on the top level of the Vail
Village parking structure and accessed by 4 short-term parking spaces and 2
handicap spaces on the east side of the building, as well as approximately 1,500
additional parking spaces throughout the structure. Visitors also arrive via mass
transit on the north and west sides of the building and by foot from the south. The
main lobby and lounge area of the center, approximately 400 sq. ft., can
accommodate up to 30 visitors at any one- time. The center also houses a 100
sq. ft. vestibule area which is accessible 24/7; a 200 sq. ft. enclosed office; and a
100 sq. ft. storage area. Public restrooms are located nearby, beneath the transit
terminal. In 2004, 49 percent of the 91,672 Information Center visitors accessed
this facility.
LionsHead Visitor Information Center
The LionsHead location is a 475 sq. ft. stand-alone space located along South
Frontage Road West near the entrance to the LionsHead parking structure,
. which contains approximately 1,100 spaces. A turnout from the Frontage Road
provides easy vehicular access, especially for large recreational vehicles. The
center contains an open lobby on the ground level and' limited storage space in
the basement below. It accommodates up to 30 visitors at any one time. Public
restrooms are located on the opposite side of the parking structure to the
southwest. In 2004, 51 percent of the 91,672 Information Center visitors
accessed this facility.
The Town of Vail will provide two facility spaces for operation of the Visitor Information
Center at no charge to the contractor. Please note the possibility for future facility
modifications due to plans associated with construction of a conference center. With the
exception of one wheel chair for each location, all other fumishings and equipment must
be provided by the operator. Any equipment or fumishings purchased with funds from
the Town of Vail shall remain in ownership with the municipality.
Payment of monthly utilities are the responsibility of the Town of Vail.
4
Building Maintenance
The Town of Vail will maintain the Visitor Information Center building structures and
fixtures in first class condition and respond promptly to requests for building repairs. The
Town of Vail will also provide snow removal and exterior trash pick up.
The contractor shall provide janitorial and other services necessary to maintain the
interior premises in a clean and orderly condition, to include window cleaning at least
twice a year.
VISITOR INFORMATION CENTER GOALS:
The Town of Vail has established six goals for ongoing decisions and operation of the
Visitor Information Centers. These goals will serve as a framework in the request for
proposals format, evaluation and selection process:
• Business Decision Focus
--What's best for community and Town of Vail
--Alignment with Town of Vail vision and goals
• Fairness in Access, Representation
--Eliminate potential for favoritism
--Discontinue coAection of commissions on lodging and activities
--Provide visitor center services to businesses located in the Town of Vail in
an equal non-discriminatory fashion
• Singular Customer Service Focus and Purpose
--Remove possibility of conflicting roles or political agendas
• Efficiencies
--Eliminate duplication and unnecessary expense
• Accountability
--Provide annual pertormance measurements as set forth by the Town of
Vail:
Customer Satisfaction (guests)
To what extent do Visitor Center guests feel welcome and valued?
To what extent do Visitor Center guests obtain the information
they're looking for?
To what extent is this information provided in a timely and helpful
manner?
To what extent does the overall Visitor Center experience leave
the guest with a positive impression of the resort?
To what extent does the experience differ from earlier
perceptions?
To what extent does the guest intend to return to Vail?
Customer Satisfaction (business owners)
To what extent do the Visitor Centers provide services to Vail
businesses in an equal non-discriminatory fashion?
To what extent are the Visitor Centers operated in an efficient
manner?
To what extent do the Visitor Centers serve to assist the viability
of the community and its individual businesses?
Return on Investment
To what extent are the Visitor Centers serving to contribute to the
Town of Vail's economic viability, directly and indirectly?
• Adaptability to Changing Circumstances
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The term of the operating agreement will be for a three year period beginning October 1,
2005, and continuing to September 30, 2008.
COMPENSATION•
Upon selection and approval of an operating agreement for the independent contractor,
the Town of Vail will provide compensation for fees for services in two payments during
the first year. A payment of 50 percent of the first year fees will be awarded on October
1, 2005; the balance will be paid on April 1, 2006. Funding for year two and year three
will be subject to annual review and appropriation by the Town of Vail. In addition to fees
for services, the Town of Vail will consider award of blue parking passes within the
compensation package.
ADMINISTRATIVE CONTROL OF FUNDS:
Once a signed agreement is in place, the operator shall keep or cause to be kept true,
accurate and complete accounting records of all business and financial transactions
related to the Visitor Information Center operations.
The operator shall provide a monthly report of Visitor Information Center activity,
including the town's return on investment. The report shall be due on the 15~' day of the
following month.
The operator shall submit to the Town of Vail, for its review, the operator's audited
financial statement by July 1, 2006. The expense of this audit shall be borne by the
operator as an expense of administration.
INSURANCE:
The independent contractor shall carry for the term of the operating agreement the
following insurance:
• Comprehensive general liability insurance policy, includin
with limits of not less than one million dollars per occurrence and notlless ty
than two million dollars general aggregate for bodily injury or death of any
person or persons or damage to property.
• Worker's Compensation and employer liability in accordance with the
Worker's Compensation Act of the State of Colorado.
• Automobile liability (including owned, non-owned, and hired) in an amount not
less than one million dollars per individual and not less than one million
dollars per occurrence.
RFP SCHEDULE:
All proposals are to be submitted by 12 Noon, June 1, 2005. Late proposals will be
rejected. `
6
J
Oral interviews of prospective contractors will be scheduled between the hours of 8:00
a.m. and 5:00 p.m. June 14. These interviews will be conducted by members of the
Town of Vail Council Visitor Information Center Selection Committee.
A written recommendation will be presented to Vail Towh Council for consideration on
June 21, 2005, and/or July 5, 2005. The Council has the option to interview prospective
contractors during the two sessions. A final decision will be determined by the Town
Council no later than July 5, 2005.
After a priority listing of the final operators is established, the Town of Vail will negotiate
a contract with the first priority information centers operator. If agreement is not reached,
negotiations will be formally terminated and be initiated with the second most qualified
information centers operator and, likewise, the remaining firms. A lease agreement for
operation of the Visitor Information Centers will be reviewed by the full Town Council on
August 2, 2005, with an effective date of October 1, 2005.
FORMAT:
Town of Vail Visitor Information Center operation proposals shall be prepared using the
following format in order to facilitate evaluations:.
--- Letter of Transmittal
Part 1: Background, Experience and Qualifications
Part 2: Proposed Business Plan
Part 3: Proposed Costs
Part 4: Appendices
Letter of Transmittal
The letter of transmittal is to be addressed to:
Town of Vail Visitor Information Center Selection Committee
c/o Town Manager Stan Zemler
75 S. Frontage Road
Vail, CO 81657
This letter must contain a brief summary of the key points of the proposal and a
statement that the proposal will remain in effect for 90 days after receipt by the Town of
Vail. The proposal shall contain the name, address, and telephone number of an
individual or individuals with authority to bind the company, who may be contacted
during the period of evaluation.
Part 1: Background, Experience and Qualifications
Provide all pertinent background information, including mission statement, financial
management, balance sheet and. statement of sources and uses. Provide examples of
previous experience with verification contact information. Describe expertise as it
pertains to fulfilling the six stated goals of the information center operations.
Part Z: Proposed Business Plane
7
Provide a three year business plan(s) to be used to operate the centers. The proposal
should include 100 percent of the visitor center operational costs to include all personnel
costs, including taxes and benefits. Also, include all administrative costs, including
cleaning, phone lines, office supplies, accounting, insurance requirements, etc. The
business plans} should accommodate two circumstances with detailed narrative
provided for both options in case a closure of the LionsHead location is needed to
accommodate modifications to the LionsHead parking structure as a component of the
Vail Conference Center project: "
Option 1: Two locations effective October 1, 2005 (Vail Village and LionsHead)
Option 2: One location effective October 1, 2005 (Vail Village)
Include minimum staffing levels and hours of operation; a description of the services to
be provided; as well as information on staff recruitment, hiring and training; management
structure; and the process used for collection of performance measurement data.
Additionally, describe the manner by which extraordinary customer service levels will be
established and sustained throughout the contract period. The business plan should also
demonstrate how the proposal specifically satisfies the town's six goal areas: 1)
business decision focus; 2) fairness in access and representation; 3) singular customer
service focus and purpose; 4) efficiencies; 5) accountability; and 6) adaptability to
changing circumstances.
Part 3: Proposed Costs
Include all costs you or your organization would charge the Town of Vail to implement
the above three year business plan and accomplish the scope of work in this request for
proposal. These costs should include the following circumstances:
Option 1: Two locations (Vail Village &LionsHead)
Option 2: One location (Vail Village)
Additionally, the Town of Vail requests an itemized list of costs associated with collection
of annual performance measurement data as outlined on page 5.
Part 4: Appendices:
Information considered by the proposer to be pertinent to this project which was riot
specifically solicited in Parts 1 & 2 may be placed in the appendix.
GENERAL CONDITIONS:
Limitation and Award
This RFP does not commit the Town of Vail to award a contract, nor to pay any costs
incurred in the preparation and submission of proposals in anticipation of a contract.
The Town of Vail reserves the right to accept or reject any or all proposals received as
the result of this request, to negotiate with all qualified sources, or to cancel all or part of
the RFP.
The Town of Vail may choose to terminate this RFP process at any time.
Equal Employment Oaportunity
The proposer will not discriminate against any employee or applicant for employment
because of "race, color, religion, sex, disability or national origin.
f
Evaluation and Selection
The Town of Vail Visitor Center Selection Committee will review the merits of the
proposals in accordance with the evaluation criteria listed below. Failure to provide
information requested in this RFP may result in disqualification of a proposal. The sole
objective of the selection committee will be to evaluate the responsiveness of each
proposer to the requirements of the RFP. Proposals shall be evaluated based on:
• Completeness of proposal
• Background and experience
• Qualifications
• Proposed business plan
• Proposed cost
• Ability to meet and exceed the six goats identified in the RFP
9
~,_ ~ ^
r
Vail Brochure Delivery
Proposal for
Town of Vail Visitor Information Center
O
perations
June 1, 2005
Prepared for
Rod Slifer, Town Council
VAIL BROCHURE DELNERY
a P.O. Box 4503
Vail, CO 81658
(970)476-6171
bobbybank@botmail.com
June 1, 2005
'~ Town of Vail Visitor Information Center Selection Committee
C/o Town Manager Stan Zemler
75 S. Frontage Road
Vail, CO 81657
Dear Selection Committee:
Vail Brochure Delivery respectfully submits the following .response to your "Request For
~. Proposals" regarding the operation of the Town of Va' '
Our proposal will remain in effect for ninety (90) days frorri the date of re~c lpt enters.
The Town's own Operational Standards will serve as
Servin the om' guideline for operations.
g guests of Vail in a way that best serves the Vail business community will be
the focus of how we intend to run the Vail Visitor Information Centers. To this end, a
highlight of our proposal is a custom desi
quality service for our guests and fairness fo ~hesi~ail lodging commun '' 11 Also ntee
enclosed is our proposed business plan (and proposed costs) with o ~
including an operations manual and hiring criteria. Perational~details
Established in 1993, Vail Brochure Delivery provides Vail's lodges and Vail Visitor
Information Centers with collateral from the local business community. Many of the
area's most prominent organizations utilize the services of Vail Brochure Delivery,
including Bravo Vail Valley Music Festival, Vail Local Marketing District, Prima, The
Vail Recreation District, Vail Resorts, Eagle County Regional Airport, T'he Vail Valley
Chamber and Tourism Bureau and the Vail Valley Foundation. A complete customer list
and letters of recommendation are included with the proposal.
Vail Brochure Delivery is uniquely qualified to put the Town of Vail's vision of fa'
{ into practice. Our entire business is focused on customer service for our clients: Ouress
1 near perfect renewal rate is testament to this practice.
Sincerely
., ,
;:~'.
Robert L. "Bobby" Bank
Vail Brochure Delivery
~~
Y~~~ ~ ~~
Mary Elle~~~'elch
~`~ ~-~-_
Vail Brochure Delivery
Town of Vail Visitor Information Center Operations
Proposal - June.1, 2005
Page 1
Part 1: Back~'ound Exaerience and Qualifications
Background/Experience.
Established in 1993, Vail Brochure Delivery (VBD) offers advertising and sales collateral
distribution services. In doing so, VBD provides visitor information to Vail Lodges and
Vail Visitor Information Centers. VBD has contracted with 322 businesses for over one
million dollars in services during the past twelve years. VBD currently serves, 43 lodging
properties within boundaries of the Town of Vail and 32 others outside the Town. VBD
also manages the rights for magazine and brochure distribution at the Eagle County
Airport. VBD's mission is to give fair service at reasonable rates to its clients.
VBD is a business based on duplicity of service. In order to provide the same service for
competitive businesses VBD must be completely fair. VBD racks have consistently
served a diverse group of competitors. A majority of the current clients have been so for
VBD's entire 12 years of service. During the winter of 2004/2005, twelve different Vail
ski shops displayed advertising in the same racks. This would not have been possible
without complete fairness to each customer. The VBD current Income Statement and
Balance Sheet are included in Appendix A, the current VBD Customer List is included in
Appendix B and Letters of Recommendation from the Vail Lodging Community are
included in Appendix C.
Key Staff:
Robert "Bobby "Bank. Owner/operator of Vail Brochure Delivery. Duties include sales,
delivery, accounting and advertising. In 1993, Bobby saw the need and started Vail
Brochure Delivery from scratch. He originally moved to Vail, in 1988, to work as a ski
coach for Ski Club Vail. Bobby served the Club unti12000 as both ski coach and
organizer for the Vail Town Races. Duties included working with the Vail business
community to secure sponsorships and teams of participants. Bobby still holds a Leve13
Ski Coaching certification from the US Ski Coaches Association and a Leve13 Ski
Instructor certification from PSIA. Bobby volunteers to work each year for the World
Cup and American Ski Classic. He graduated in 1985 from the University of Colorado,
Boulder with a B.S. in Arts & Sciences.
Mary Ellen Welch: Mary Ellen has worked with sales teams and customer service groups
of top companies including Chart House Inc, Levi Strauss and Co. and Southwest
Airlines. Ongoing seminars with Franklin Covey, Landmark Education and Fortune 500
panels have provided continued development in communications, goal setting, leadershi
and management. -Mary Ellen was part of the opening sales team for Streamside at Vail P
Moving to Steamboat, she assisted in the operations of the Visitor Information Booth for
the Steamboat Springs Chamber of Commerce and was subsequently hired by Central
Reservations to create personalized vacation packages for the Steamboat visitor. Hired
by Horizon Organic Dairy in 2002 as the Logistics Operations Coordinator for the US
Central Region her responsibilities included all aspects of communication, customer
service and delivery of Horizon product while managing a million dollar/plus.budget for
shipping and services: Mary studied Massage Therapy at Phoenix College. She is
currently employed by East West Resorts as a therapist for the Allegria Spa.
Vail Brochure Delivery
Town of Vail Visitor Information Center Operations
Proposal -June 1, 2005
Page 2
Part 2: Proposed Three-Year Business Plan
Mission Statement: To provide outstanding customer service for the Vail guest while
promoting Town of Vail businesses in such a way that the expressed purposes outlined by
the Town of Vail's Operational Standards and Goals are met
or exceeded.
A. Business Decision Focus: "The purpose of the Vail Visitor Information Centers is to
assist visitors with their questions and needs in a way that provides a positive impression
about Vail. Through delivery of exceptional customer service, the interaction creates a
welcoming environment where visitors feel comfortable exploring the resort at their own
pace-whether it is a stroll through town for lunch, an extended or impromptu activity, an
overnight stay, or intent to return. As such, the operation well serve to further Vail's
reputation for resort excellence and contribute to the municipal goals of economic vitality
and prosperity for businesses in the Town of Vail."
This is yow purpose. This is our purpose. The alignment with the Town of Vail's vision
and goals is our job's main requirement.
B. Fairness in Access, Representation:
Vail Brochwe Delivery's business model is based upon fairness. At all times, we are
providing a service for all of ow customers at a reasonable price that is less than they
could do it for themselves. Because ow service is provided to all comers, we often serve
competitors. We can't afford to have favorites. And we don't. Ow high level of client
retention proves this. The Vail Information Centers will be run in the same manner.
A walk up booking system to help connect guests and Vail lodges will remain in place.
This service will be provided commission free. Additionally, reservations will be made
utilizing a proprietary software package that operates on a rotating basis much like
condominium booking systems. Only Town of Vail establishments will be served by this
reservation system. This system is not intended to compete with any lodge's own full
price booking operations, or other central reservation operations, and it will only be
accessible in person at a Vail Visitor Information Center. Industry leader Resort
~, Technology Partners (RTP) of Avon is designing this system c;xciusively for the Town of
Vail Information Centers. (A detailed outline of the system is included in Appendix D.)
This system can be operational on or before Oct. 1; 2005. As this is an important Capital
expense for the Town of Vail's Information Centers, this s stem will be fin
input from Town Staff and Council and members of the Vail lodging community.d with
C. Singular Customer Service Focus and Purpose & Efficiencies: It is our intent to
use the small size of ow business to our advantage to ensure that through our own
personal contact, all customer service is up to the standards the Town of Vail is seeking.
Vail Brochure Delivery
Town of Vail Visitor Information Center Operations
Proposal -June 1, 2005
Page 3
We will not have a large infrastructwe and will not carry the expense of duplicated or
extraneous programs not specific to the RFP. The Operational Standard as described in
this very RFP (pages 3 - 4) will be used as the guideline for our operations. Again, we
are working for the Town of Vail. The Town's vision is our vision.
D. Accountability: Accountability will be provided by performance reviews conducted
by RRC Associates, current provider of performance reviews for the Town of Vail.
These reviews can either be included in the Town's current survey, which will lower
costs, or done separately, at the Town's request. The complete RRC proposal is shown in
Appendix E. Additional accountability is built into the RTP software (Appendix D). _
With a few keystrokes, reports can be generated to show the accounting of the new
lodging referral system. If the results are not to the Town's liking, this software can be
adjusted with Town of Vail and/or lodging community input.
In addition to the Lodging reports generated from RTP software, staff shall keep all
records of the operations. These include but are not limited to: Number of Guests,
Inquires, Lodging and Activity Bookings, and the number of hours staffed. VBD shall
also submit to the Town of Vail audited financial statements, at its own expense, by July
1 annually over the course of,the contract.
E..Adaptability to Changing Circumstances: The operations of the Vail Visitor
Information Centers will conducted according to the guidelines set forth b the Town
Vail. It is easy to be flexible as we are a small business and do not have the of
organizational constraints of a larger association. We are free to adjust quickly to any
changes the Town sees fit because of our small size. Continual input from visitors and
business will also be sought and welcomed. Spontaneous feedback will allow for swift
implementation of desired changes.
In summary, providing outstanding Customer Service to both our guests and the Vail
business community is our main intention. We intend to do this by following and
exceeding the Operational Standards as put forth on page 3 & 4 of the RFP. We also
intend to provide a greater presence for ".cross-over" marketing by having summer and
winter information available year round. The size of VBD ensures personal contact with
the highest level of ow operation. This will
the standards sought by the Town of Vail. Without a large nfrastructure, VBD wil not
have to bear the expense of duplicated or extraneous programs not specific to the RFP. A
detailed operations manual and hiring overview is included in Appendix F.
Vail Brochure Delivery
Town of Vail Visitor Information Center Operations
Proposal -June 1, 2005
Page 4
i Part 3: Proposed Costs 2005-2006
2 booths 1 booth
EXPENSES:
Accounting $ 2,500 $ 1
750
,
Annual Performance Measurements $ 17,100* $17
100
,
Cleaning $ 6,600 $ 3,300
Internet Access $ 1
200 $ 600
,
Internet Hosting/SSL (RTP) $ 1 150 $ 1
150
,
Office Supplies & Postage ~ $ 6200 $ 4
650
,
Staffing (including taxes & benefits) $177,000**
$94
450
,
.
Telephone
$ 5,250 $ 3,937
TOV Required Insurance ~ 3 700 3 700
Total Expenses
0.700 * * * 1~* * *
*This amount relates to the absolute highest scenario from the RRC proposal. Any
savings from combini
th
f
ng
e per
ormance surveys with the TOV surveys or from a
smaller total bill will be passed along to the Town. As this is the company that alread
y
does the Town of Vail's surveys we would like to get the Town's input to bring the sco
e
p
of the performance survey in line with the Town's other contracted work. (See Appendix
E) .,
** The hours of operation will be determined by the Town of Vail's RFP
Winter
' .
Season, approximately 5 months: 8 hours per day at each booth. Summer season
three
,
months: 11 hours per day at each booth. Sprang and fall seasons, four months: 8 hours
total, maintaining combined hours of 10:00a
m
T
6
OO
.
.
o
:
p.m. The Staffing Amount
represents staffing of 7080 total hours, as currently staffed. 'The operational hours as ut
forth by the proposal total 5411 hours. The difference, 1669 hours, equals the amounpof
time a second or third worker would be required to handle peak times.
*** Amounts represent 100% proposed Visitor Center bid for operational costs for
2005/2006. Future years are bid to include an annu
l i
a
ncrease of 3% per year.
.CAPITAL EXPENSES:
RTP Proprietary Booking and Referral System $ 32,000
Software $ 25,000
Hardware $ 2,000
Tech Setup $ 5,000
Two Public Computer Stations $ 3,200
Furniture $ 3,000
Partial Remodel of Vail Information Center* 5 000
Total Proposed Capital Expenses 4
3.200
f
` *With the intent of expanding the usable customer/display area we would propose
! halving the offices ace on the east side of t
P. he Vail Center to have an area to cross market
the opposite of the current season and to provide rack space in the 24 hour lobby.
Vail Brochure Delivery
Town of Vail Visitor Information Center Operations
Proposal -June 1, 2005
Page 5
Part 4• A nendices
A• Vail Brochure Delivery Balance Sheet and Income Statement.
B• Vail Brochure Delivery Customer List
C• Letters Of Recommendation
D• RTP Proprietary Reservation System Proposal
E• RRC Performance Survey Proposal
F• Vail Visitor Information Center Operations Manual and Customer Service A ent
and Ambassador Recruiting Overview g
i
i
1
r
i
1
1
1
1
1
1
I
I
I
osn4ros
Income
Int Inc
Services
Tota! ktcorrre
Expense
Business Travel & Entertainment
Meals
Total Business Travel ~ Entertainment
Car/hrrck expen
Gasoline
Insurance -BMW
bnsurance -Chevy
Insurance - GMC
. drwrance -Honda
OiULube
Repair
Total Car/truck expen
Charity
Contract Labour (Other Bus Exp)
Dues
Insur
Health
Med Services
Total Insur
Interest
Mortgage
Total IrKerest
Legal and Prof
~9
Total Legal and Prof
Office expense
Computer
Office Supplies
Postage
Telephone
Total Office expense
Rent or Lease
Other r+errt -prop,
Totaf Rerrt or Lease
Repairs & mairrt
Racks
Total Repairs ~ maim
Supplies
Utilities
Ek.~ct
Gas
Trash
Water
Total Utilities
Total Expense
Net Income
Appendix A
Vail Brochure Delivery
Year-to-date Profit and Loss Statement
Jan 1 -May 24, 'OS
0.71
46,201.00
A6,201.71
_ 1,136.56
11 36.56
778.16
1 x.10
23j.99
10E#.38
17.10
63.70
_ 1,20.01
6.44
660.00
5,022.00
108.00
503.91
_ 10Q.00
603.91
1,015.88
1,015.88
20.83
20.83
79.24
29¢.12
3 .00
26 .41
1,391.77
35.00
35.00
4,1.31
41.31
316.42
231.87
389.57
74,00
133.14
828.58
13,596.70
3,2,605.01
~:~, ~ ..1
05/24/05
Appendix q
Balance Sheet
As of May 24, 2005
Federal
She -439.84
-156,303.00.
Total Taxes -16,870.42
Total Equity -173,¢13.26
TOTAL LIABIUT'lES 839.075.92
& EQUITY
839,875.92
ASSETS MaY 24, '05
Current Assets
C~km9iSavings
Alpine Bank -Checking
Totai.Ctteckirg/Sa . s
~9 10,000.00
Accounts Receivable 10.Q00.00
Receivables
Total Receivable -3,400.00
~ Other Current Assets -3.400.00
CU Credit Ungn
Faelity Roth IRA
F~BY ~f EmPbyect 401 K 2.$24.21
39.108.45
llrtttePos~ 129,37.20
Total Otlter Cument Assets 4.`100.00
Total Cu
meet Assets 176,669.86
Other Assets 183,$69.86
2~1 Pebl~ B-eok (Nashville)
~~ Ranch R
98
d (Eagle)
5147
Eaglebend Dr (Avon)
8-ochure Rack .800.00
131,116.00
s
Delivery Trucks 399,889,00
18,891.06
Total Other As~~ 7,800.00
TOTAL ASSETS 655,806.06
LlA81LIT1ES A EQUITY
- 839,075.92
--
Equity
Eamings
Net Income
Horne Equity Loan 643,330.65
32
605
01
Mortgage Pmnt,
Open Bal E
uit ,
.
-31,729.12
q
y
Owner Draw -210,$02.67
642,109
49
Borne Improvement .
Owner Draw - pater -1,063.50
Total Owner Draw X1,760.68
Taxes ~2,>~24.18
Courtly
Page 1
1~
if
~~
05/24/05 Appendix B
Vail Brochure Delivery
Customer List
Customer
Mountain Mushers
Mountain Trout Fishing Guides
Mountain Wolf Jeep Adventures
Nova Guides
Orographic Publishing
OxYgen4U
Pazzo's Pizzeria
Pertormance Sports
Piney River Ranch
Prudential Gore Range Properties
Rock Gardens Rafting Inc.
Rocky Mountain Carriage Company
Sherpa Bike Tours
Skin Deep Spa
SpaStruck
Spraddle Creek Ranch
Steve Jones
The Lodge 8 Spa At Cordillera
The Real Estate Book
Timber Ridge
Timberline Tours
Ultimate Vacations
Up The Creek
. Vail Alpine Garden Foundation
Vail Associates Marketing Dept
Vail Estates
Vail Fishing Guides
Vail Mountain Lodge ~ Spa
Vail C+f Eagle Services
Vail Religious Foundation
Vail Resorts
Vail Resorts Direct Marketing Dept.
Vail Resorts Stratigic Alliance Dept.
' Vail Rock Guides
Vail Ski/Bike Tech
Vail Skiwear Rentals
Vail Sports
Vail Valley Chamber & Tourism Bureau
Vail Valley Foundation
Venture Sports
I Vilar Center For The Arts
Western Waters Fishing Guides
What To Do Vail/Beaver Creek Publish.
Wheel/Ski Base Inc.
White Mountain Tours
Whitewater Rafting LLC.
Why Fly With It Storage
_ Contact
Denise GPass
John Cochran
Stephanie Erbach~r
KC
Chris Amoroso
Kris Hosted
Mike O'Meara
Steve SheridaNJR
Linda Hansen
Jill Bosso
Kevin Or Kathy Sghneider
Mike Wilson
Stephen Armstrong
Brad Pennington `
Scott Kilbourne
Kym Manula
Steve Jones;
Matt Bailey
Scott Sussman
Patty Belletete 39t)-3237
Greg Kelchner
Michael-Paul Haab
Peter Stadler
Helen Fritch
Chris Knapp
Hillary McSpadden
Glen Lokay
Lisa DeKoster
Matt Baron
Pastor Walker
Martha Krieg
Rachel Hancock
Sasha Kostic
David Roetzel
Craig Aford
Pat Christie
Laurie Kent
Mike Griffen
John Dankin
Mark Weinriech
Shelley Woodworth
Ed Lawn
Julie Ozog
Jay ~ Sari Lucas
John 8~ Nicole Herbert
Sondra Winslow
Andrew Murano
Page 2
05/24/05
Appendix B
Vail B rochure Deli
very
Customer.List
Customer
3-G Stables Contact
8110 Mountain Storage
Aalta Sports Dan Eckert
Deb Benjamin
Aces & Eights Casino shuttle Inc
Airlink . Damon McCutchin
Joel Godfrey
All Mountain Sports Steve Vincent
Alleg~ia Philip Horsman
Alpine Kayak Gaye Steinke
Alpine Snowmobile ~ D Sean Glackin
t~
ding Stacy Pett
American Educational l~
t'
e
American Rafting Inc David Victor
.
American Ski Exchange
Balloon America Daryl Bangert
Tom Higgins
Base Mountain Sports
Bearcat Stables Ron Miller
.John M. Trtanj (J
T)
.
Beaver Creek Marketing Oepartrnent Gaven Selway
Beaver Creek Res
Marty Suar
rt
o
Company
Bob's Place Avon ez
Tony O'Rourke
Bravo Vail Valley Music Festival
Buzz's Boots & Boards Chris Doyle
Liana Carlson
Camelot Balloons BUzz Schleper
Charter Sports E- Merlin Sagon
Chicago Pizza Scott Fulton
Christy Sports Mark
Coldwell BankerlTimberline
Colorado Mountain Express Reaf Est Denny Bride
ate Diana Meehan
Colorado Mountain Medical, P C
Colorado River Center Jim Feldhous
Charmagne Bernh
Colorado River Guides ardt
Chris Amoroso
Colorado River Runs
Eagle County Re
i Paul Worley
John Kels
g
onal Airport
Eagle Ranch Marketing Department
Eagle River Anglers o
Jim Elwood
Laurie Thom
Eagle Valley Chamber Of Commerce
East West Interval S
l pson
Bob Nock
Tim C°chra
a
es LLC
East West Resorts ne
Andrew Murano
Eco Sports Shelly Jamot
Edwards Business Association
Fly Fishing Outfitte Arn Menconi
Rita Muller
rs
Four Eagle Ranch Bill Perry
Gateway Land And Develo
Glenwood Caverns pment Tess Backus
Kristen Belsch
Good Times Rafting Tours
HIII & Company ner
Ken Murphy
Kevin Or Kathy S
h
Humid Air g
neide~
Anna Maria grizzi
Jo Ellen Nash & Company
Kenny's Double Diam Colin Gleason
Gretchen Sch
ib
ond Stsi Sho
Lazy J Ranch p e
e
Pam Zuckerman
Leaciville, Colorado & Southern
Lionshead Minitur Janet Radon
Steph Ols
e Goff
Little Bear's Antique Mall
Meadow Drive Pro
erti en
Charlie A-exander
HaNeY Gilm
p
es
Mountain Homes Illustrated ore
Rick Scalpello
Craig Baker
Appendix C
i 4
Letters of Recommendation
1
i
t
Apollo Park Lodge 442 South Frontage Road East
Vail, CO 61657
Phone:970-476-5881
Fax: 970-476-7986
May 23, 2005
Vail T
own Council
Dear Town Council Members:
Please accept this letter as my strong endorsement of Bobby Bank and his bid to win the Visitor
Centers contract. I've endorsed the V.V.C.T.B. in the past due to their vast experience and we've also
developed a productive relationship with the V.C.B.A as well. But I think Bobby may offer a very
attractive alternative.
I've known Bobby in a professional sense for some seven years now. He's run his business, Vail
Brochure Delivery, for twelve years and 1've been impressed with his attention to detail as well as his
experience and knowledge of the Town of Vail and what makes us tick.
I think Bobby brings a capability to the table that is apolitical, pro-guest, and pro-Vail business. I
strongly urge your deep consideration of Bobby Bank. Under the circumstances, you may find that he's
just what the doctor ordered.
i Thank you very much for your time and consideration! Good luck with all of
your future endeavors!
Sincerely,
~(
Darrell Carr
General Manager
~~ ar uo~ad
May 23, 2005
Vail Town Council
75 S. Frontage Rd.
Vail, CO 81657
Dear Vail Town Council Members,
I am writing this letter as a reference for Bobby Bank, Owner of Vail
Brochure Delivery. I have had a business contract with Bobby for over
14 years. For the entire term of that contract Bobby has provided us
with professional and exemplary service. His enthusiasm for his work
is unparalleled and his performance has always exceeded our
expectations.
The Vail Town Council should give Bobby serious consideration for the
Visitor Center contract. Bobby's experience, knowledge, customer
service skills and familiarity with the business community has prepared
him well for this role. He has discussed many of his operational ideas
with me and they all seem fair and soundly thought out.
Awarding the "Visitor. Center" contract to Bobby and his staff seems to
be an obvious solution to this politically charged vendor selection
process. Bobby brings no baggage and his only goal will be to run the
centers according to the guidelines set forth by Town Council.
SincerE J,
Jeff Bailey/ GM
Lodge at Lionshead
Peak Resort Services, Inc.
Professionally Managed by Peak Resort Service, Inc.
380 East Lionshead Circle Vail, Colorado 81657 (970) 476-2700
i~
Vail Realty vail.& Beaver Creek
Real Estate, Vacation Rentals & Management
May 24, 2005
Vail Town Council
Visitor Center Selection Committee
I am writing this letter as an endorsement of Bobby Bank and Vail Brochure Deliv
be awarded the contract to run the Vail Visitor Information Centers. ery to
As both a lodging business owner for 15 years and a member of the Vail Vill
Merchants Association I believe he. is uni uel age
required by the Town of Vail and local merchantosiIihave de It with Bobby for overanl2r
years and he has always represented his customers in a professional and a'
believe his unbiased small business approach is a great choice to run the centersY I
Thank you for your consideration.
Si rely,
r /~
ndrew Cuomo
Owner
302 Hanson Ranch Road Vail, Colorado 81657 www,vailrealty.com
NAIL: 970-476-8800 800-627-NAIL 970-476-8671 Fnx • BEAVER CREEK: 970-949-9200 800-BEAVER-C 970-949-0870 Fnx
a
'I r:vatL rZz~r1
i
r
To: Vail Town Council
Re: Vail Visitor Information Center Bid Proposals
~~
Dear- Council;
la
m writing this letter in support of Bobby Bank's Company, Vail Brochure
Delivery getting the bid to run the Vail Visitor Information Centers.
I have known Bobby since his Ski Club Vail days and can say with
certainty that he does what he says he's going to do. If contracted, he will
run the Visitor Information Centers under your specified guidelines.
r In the twelve years of serving Vail Run Resort we have seen his business
representing his customers with the fairness that would be required to run
a the Information Centers.
In conclusion, I fully endorse his bid and am comfortable with him running
1 the Information Center booths.
I Sincely,
~~v'/~T '
William Fleischer
CEO/Owner
Q R~SOR~ COIl21"?2U/1Cr~/
1000 lionsridge loop . vail, Colorado • 81657 • telephone (970) 476-1500
1
May 23, 2005
Bob Ruder
2415 Bald Mountain Road
Vail, Colorado 51657
To the Vail Town Council,
The information booths, both in Vail Village and Lionshead, are a very
important part of the overall service our community must provide. Over the
years they have done a good job but our town has never been about doing a
good job, it has been about doing a great job. Everyone has worked hard to
service our guests and that is wh Vail is consistentl
Y y Number One. I
believe the Vail Information Booths have become complacent and the
service to our guests has become ordinary. I am sure that under new
leadership the information booths can again do a great job and I believe that
someone like Bobby Banks is the perfect profile to upgrade and improve that
first impression to our guests.
I have known Bobby Banks for a very long time, going back to when he was
the first Ski Club Vail coach for both of my kids. Weekly; over the last
decade, he has delivered brochures to the rack at the Timber Falls office.
Bobby has done an excellent job and always has a smile. Often our guests
have traveled all day and many times their first stop is our information
booth. Many times the information booth is their first impression of Vail.
A. hands on manager would greatly improve that initial impression.
All of this makes it very easy for me to write this letter for Bobby Banks and
to ask you to consider him when awarding the next contract to run the Vail
Information Booths. I believe he will do an excellent job, as he has with all
jobs he has taken on. It is time for a little change and Mr. Banks will bring
the kind of change that Vail needs.
Thank you for your service to our community.
~e ards '~
C,~~...-.~.
Bob Ru er
1
t
To Whom It May Concern,
~~
~e~t
es ern
Best Western
The Fabulous
Uailglo Lodge
Post Office Box 189
' 701 W. LionsHead Circle
Vail, Colorado 81658-0189
(970) 476-5506
Fax (970) 476-3926
For Reservations Call
i-800-541-NAIL
(1-8pp.5g1-8245)
1-800-541-9423
This letter is for the recommendation of Bobby Banks
to run the Vail information centers. We .have worked with
Bobby for several years as our brochure supplier. He is
extremely efficient and friendly.
' Sincerely,
~U~
f inda Avila
Manager
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F a n t a s y
' R
oost Lodge
1783 N. Frontage Rd. W.
Vail, Co. 8165 7
Date: 04/25/05
To: Town of Vail Council Members.
Re: Vail --
Brochure Delivery Referral "
Dear Council Members:
This letter i
s to let you know that out
r company has been using the Vail Brochure
Delivery services for about twelve years and
Mr. Bobby Bank has been the person who
takes care of our brochure rack in our lobby
and he has provided an excellent and ve
dependable service all these ears ~
he is are with eve y ~ we believe
.f ry sangle company that
uses his services and makes sure all et the
same amount o ubli g
.f p city.
If you have any questions, please feel
free to call m e at: (9 70) 4 76--5451.
Thank you
Juan M. Fregoso
General Manager
Park Meadows Lodge
. 1472 Matterhorn Cir.
Vail, Colorado 81657
970-476-5598 P)
970-476-3056 F)
' parkmead@vail.net
May 15, 2005
To Whom it may concern:
I have worked here since the beginning of 1999. I have recently been promoted to
Manager. Before this, I was Assistant Manager for 6 months, and before that, I was a
front desk reservationist for 5 years.
I have seen Robert Bank during all this, and have known him to be an independent
professional. He has been here every week at the same time since I have been here. I
think he is a great candidate at this time, and will continue to encourage you, and support
him until the decision has been made.
Thank you for your time and consideration.
Sincerely
I ~~
e M. Lane/General Manager
EXCEPTIONAL LODGING AT THE BASE OF VAIL MOUNTAIN
5/25/05
To Whom It May Concern:
Over the past ten years, I have had an excellent working relationship with Bobby Bank.
As the owner of Vail Brochure Delivery, Bobby has been providing guests of the Tivoli
Lodge with valuable information to make the most of their Vail experience. He has
always kept the racks regularly updated and orderly.
Based on m ast .
y p expenence with Bobby, I feel he is qualified to manage the Vail
Information Centers and will provide Vail visitors with all the information necessary to
have a great time in our town.
I will be happy to provide any additional information if needed.
Thank you,
C:~ --~.
Ed Moulton
Manager
BOB & DIANE LAZIER / 386 HANSON RANCH RD. VAIL, COLORADO
RESERVATIONS / 1-800-451-4756 a-mail: reservations@tivolilodge.corn
87657 /PHONE (970) 476-5675
FAX (970) 476-6607
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Vail International
CONDOMINIUM
S
May 24, 2005
Re: Bobby Banks
To Whom It May Concern:
I have known Bobby Banks for 15 years and have always found him to be reliable, honest
and dependable. Please feel free to contact me if you need iFurther information.
Thank you.
Snowden Smith
General Manager
300 Easr Lionshead Circle Vail, CO 81657 •` (970) 476-5200 (800) 622-3477 roll'-free (970) 476-4427 fax
web: www.vailinrernarionaLcom e-mail: snowdenC~vailinrernationaCcom
Vail Activities Desk
Vail Resorts, Inc
PO Box 7
Vail, Colorado 81658
(970)476-9090
To Whom It May Concern:
Town Of Vail
This letter is in reference to Bobby Bank.
Bobby Bank has been assisting the Vail Activities Desk in our activity and town brochure needs for several
years. The service that he has created through the "Vail Brochure Delivery" business has been an
invaluable asset to both our guests and us.
We have valued Bobby's consistent and year round information. He has proven to be reliable and non-
biased in the information and collateral that he has distributed. His collection of collateral has enabled us to
provide guest with a varying selection of Eagle county activities and dining information.
Bobby has proven to be very savvy in understanding the guests needs as well as working with the local
vendors to insure information is effectively and properly distributed to our Vail guest. He has been very
proactive in delivering updated information to us that covers multiple vendors and activities.
Bobby has been wonderful to work with at The Vail Activities Desk and we value the service that he has
been able to provide.
Sincerely,
~.)
~..
Rebecca Steindler
Vail Activities Desk Manager
Rsteindler(c~Vailresorts com
970-479-4341
1
1
1
1
1
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1
1
1
I
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Eagle Point Resort
To Whom It May Concern:
Bobby Bank the owner of Vail Brochure has taken care of our brochure needs for
over 10 years. He has always been a professional and a pleasure to work with. He
handles all brochures in a fair and impartial manner. For any further recommendation
please call Bernie Cooper at 476-69Q5.
Bernie Cooper
General Manager
Eagle Point Resort
~,
~~
~J~
1500 Matterhorn Circle Vail, Colorado (970) 476.6905 (970) 476.6029 Fax
Appendix D
RTP ~ Internet SoiutiOn~
May 24, 2005
Mr. Bobby Bank
Vail Brochure Delivery
Box 4503
Vail, CO 81658
Dear Bobby:
- It was great to meet you yesterday. Thank you for your time.
As your uested her '
~l a is RTP s proposal to provide you with Web site design, programming and
hosting services.
Project Objectives .
1. Develop a sophisticated, yet easy-to-use new Web si _
inventory in the Vail information centers. to to sell last minute lodging
2. Build aback-end site administrator that will allow lodges to upload their property
information, rates and availability.
3. Provide reporting on the usage of the Web site.
4. Host the Web site locally.
Project Tasks
1. Develop back-end site administrator for uploading lodging inventory,
Lodges upload and update their own inventory. Password-protected, with unique logins for
each lodge. Fields:
• Property type (3 variables)
• Location (6-8 variables)
• Room type (6-10 variables)
• Price range (6, in $50 increments)
• Description
• LQA Rating -
• Size Rating
• Photo upload
• Price end date with email reminder that price is about to expire
2. Develop rotation system for displaying available properties.
Each-query results set will be programmed with an inherent system of displaying properties,
and moving properties to the end of the line after they're booked. Additionally; a weighting
system will be built to accommodate relative sizes of lodging stock (number of guest rooms).
3. Develop a process for talung, processing and delivering the reservation request to
the lodges.
After the guest has selected the room they're interested in, the reservationist will assist the
guest with making a reservation request using aWeb-based form. Credit cards will be
gathered online, but not actually processed through this system (processing will occur at the
hotel).
The guest will receive a copy of the reservation request, which will be immediately faxed to
the hotel. An email reservation request will also be generated. The guest's information will be
saved in a secure back-end database that only you will be able to access.
4. Restrict access to the site to the Information Centers only.
In order to not compete with other central reservation Web sites or the lodging community's
own Web sites, the site will initially be set up to be viewed only in the Vail Information
Centers. It will not be index-able by the search engines, nor navigable outside the information
centers themselves.
If, at a future date, it is determined that the site should be made public and available on the .
Internet at large, this system can be changed.
5. Develop reporting system.
A key element of this project is reporting. A robust reporting system will be programmed to
provide information within a selected date range about:
:.~t ,
• Number of days a property has inventory loaded into the system
• Visibility of hotel's information on the Web site
• Total -bookings by hotel
• Total bookings by room type
• Comparison of visibility to booking
6. Design user interface.
As a direct sales tool, it is essential that this site be intuitive and easy to use, for both guests
and hoteliers. Great care will be taken so that the user interface (site look and feel, and
navigafion system) delivers the desired results, that is, captures bookings.
7. Web site hosting and SSL.
Our reliable hosting service will ensure that your site enjoys maximum "up time". Hosting
includes up to 50 mb of disk space, and our livestats hit tracking report.
To protect the privacy of customer data, the site will be encrypted with. an SSL (security
certificate).
Note: Hosting and SSL are annual fees. Hosting is $750/year; SSL is $400/year.
Total project estimate: $25,000 (includes 200 development and project management
hours, @$125/hour).
Summary and Timeframe
The comprehensiveness of this scope of work is critical for achieving your goal of providing
guests with a tool for booking lodging from the information centers.
In the highly competitive world of e-commerce, RTP is the best company to take yon there. We
understand your constituents -both guests and the lodging community - and know how to build
to their needs. Your initial investment in awell-designed, thoughtfully-produced Wei site will
serve you well for several years.
When you're ready, we will kick the project off with a discovery meeting to finalize. your goals
and objectives and determine specific site functionality requirements. Production wiYl follow;
we'll work closely with you every step o#'the way.
Please let me know how you'd like to proceed. Again, it was great to meet you!
Sincerely,
Betty Neal
Sr. Account Manager
Appendix E
May 11; 2005
Bobby Bank
Vail, Colorado
D"ear Bobby:
RRC
A S S O C I A T E S
Research • Planning • Desaln
~ This letter confirms our interest in working with you on the reseazch component of the Town of Vail
Information Center Operations R.F.P. We have had the opportunity to review the R.F.P. and I believe
there aze several areas within the request where we might be helpfiil to you and your team. I have briefly
_ outlined our capabilities below.
Customer Satisfaction (guests) RRC has considerable experience conducting customer reseazch in the
Town of Vail. Over the past 20 years. we have conducted intercept surveys in the Town and on the
mountain, and we have also fielded telephone surveys and a variety of other research projects. We
suggest that there is the potential to integrate several questions into the Town of Vail Community Survey,
which is typically done on anevery-other-year basis (next scheduled for 2007), that address several
aspects of customer satisfaction with the Information Centers. While this survey primarily targets local
residents it provides an opportunity to gather input on guest opinions tlu-ough the eyes of residents. The
cost of adding such questions to the annual survey, if it is continued in the future, is likely modest,
approximately $400 to $600 to insert and tabulate three to four questions on the survey.
In addition, guest satisfaction could also be probed through intercept surveys or through "Point of View"
automated computer stations located in the Information Centers. Using either of these techniques to
address the short list of questions that have been identified in the RFP over a representative sampling of
days scheduled throughout the year would cast in the range of $4,000 to $6,000 per year.
Customer Satisfaction (business ownersl The RFP also calls for a technique to evaluate the opinions
of business owners. We propose to conduct a short Internet-based survey with business owners to
evaluate their opinions concerning customer satisfaction with the Visitor Centers. We have used the
Intercept technique successfully in the past to address business owner opinions. It is a relatively
inexpensive and respondent-friendly means of eliciting input on service evaluations. The cost of
conducting this type of a study with a representative sampling of Vail business owners would be
approximately $3,500 to $4,500, assuming that the survey might be fielded at two different times over the
course of the year to monitor opinions that might change over time as a result of variations in actual or
perceived service levels.
Evaluation of Return on Investment. Finally, RRC will assist in evaluating the return on investment
that is provided by the Visitor Centers. This analysis will examine the contribution that the Centers aze
making to Vail's economic viability using measures that are developed tluough the survey results and
estimates of total visitation to the Town: RRC has conducted these types of evaluations in the past. Our
firm will draw on past experience as well as,commonly accepted assumptions and the results of survey
data to'create a customized analysis for Vail:. The cost of the R.O.I. evaluation is estimated to be in the
range of $4,500 to $6,000_ depending-upon the specific goals of the study and the precision that is desired
from the survey results: " .
4940 Pearl-East Circle, Suite 103 • Boulder, Colorado 80301 • Tet_ 303/449-6558 • Fax 303/449-6587
RRC is highly experienced in research programs like that requested in this RFP. The firm has extensive
experience in the fields of community planning, economic research, and survey research, particularly in
mountain communities. This blend of skills allows us to be able to address a variety of issues which arise
in economic development efforts, including not only economic and business planning issues, but also
various aspects of community planning and design. As a fum we have conducted numerous research
studies in Vail, as well as for mountain resorts throughout the United States.
We are pleased to have the opportunity to submit our qualifications to your team and look forward to the
potential to work with you on this project. If you would like additional information on past experience,
references or other details of our proposed work, please do not hesitate to call.
Sincerely,
RRC ASSOCIA'T'ES
t~~~a~~ca"•~
Chris Cares, Director
Appendix F
VA~L VISITOR INFORIYIATION CENTER
' POLICIES AND PROCEDURES
.This manual explains policies and procedures of the
Centers (WICK. It will help you understand how to funai~ Visitor Information
Employee at the VVIC. This manual is also desi ned coon effectively as an
questions, which may arise regarding the operat o to assist in answering
ns at the WIC.
PURPOSE:
Th
e Staff at the VVIC are committed to the enhancement of
the WIC, Employees are good will ambassadors of tti
provide high-level, courteous assistan customer service at
Town of Vail's WIC Operational Stand a to all visitors to thewWlC followin will
ards, g the
RESPONgIBILITIES:
As an Employee, you have agreed to accept certain re
effective management of .. sons' ' '
those responsibilities makes the Employee apes ecte
Part of the Town of Vail community.
P d
In accord with the purpose of the program, the followin
overview of the responsibilities of the WIC and of the Em to
will: provide a description of the objectives g guidelines provide an
available to answer questions and assist with r P Yees. The WIC
and duties; ensure that there is staff
training and perform periodic reviews; and, kee °blem solving; offer quality,
Town of Vail events and VVIC procedures. The Em to
provide directions arid informati P Employees informed about
on, and offer assistance,• accuraltelo res ously
inquiries; maintain a log of recommendations and com I '
Y pond to
1 • VVIC Hours P amts.
The Town of Vail determines hours of operation. Win .
at both booths. Summer season. hours will be g-7 at bo
hours will be 8 hours total split betty ~ ter sE,ason hours will be 9-5
Schedules will be set up/posted mo een the two booths to be open f omseason
unexpected occurrences. nthly and can be easily changed to a to or
2• Transportation/Parking
Employees shall be responsible for providing their own transportation to and from
the VVIC. Public transportation is suggested wherever possible. Employees will
be provided Designated Parking status, which will allow them to park without
charge in the underground parking ramp during their work time.
3. Dress Code
Employee Ambassadors shall always present a clean, neat appearance, as they
create the first impression of the Town of Vail. While there is currently no dress
code per se, your apparel should include:
Clean cloths -
Comfortable shoes (a must!) -
A nametag (supplied by the WIC)
No visible facial piercing
And No T-shirts un/ess specifically promoting a current Vail. event.
4. Training
Employees must attend an eight-hour (one shift) orientation before signing up for
any shifts. This will enable-you to become familiar with the VVIC, the adjacent
facilities, and functional areas of responsibility of the VVIC management staff, the
various vendors, and the computer reservation system.
Employees will also periodically be invited to attend meetings to help you better
understand how to use information and tools to pertorm your duties. The Booth
Manager or another qualified employee will provide such training.
5. Schedules
It is important that Employees be punctual and conscientious in meeting their
shift obligations, and notifies the Booth Managers of schedule changes or
absences as much in advance as possible.
• If you will be late, leave a message with the Booth Manager (476-
6171)with your name, your scheduled time, and your anticipated
arrival.
• If you need to cancel, contact the Booth Manager, at 476-6171
Schedules are permanent through the winter or summer seasons but may
change from time to time. It will be your responsibility to cover your shifts. The
Booth Managers will be talking with you on a regular basis to verify the suitabili
of your days and hours. ty
6. Starting Out
Please punch in and out as you work each day and list number of hours that ou
worked. The sign-in sheet wil! be located in both VVIC. Please read the ledger -
to learn what other employees, have been .involved with during your absence.
7. Bulletin
Information of importance to Employees will be periodically posted on the bulletin
board. Employees should make`:it a habit to glance at their bulletin board daily
and read any new material posteid there. Any Employee wishing to put material
on this board must have it approved by the Booth Manager.
8. Preparation
Do your homework! The more an Employee studies his or her materials, asks
questions and. attends various continuing training sessions, the more he or she
will know about the Town of Vail and the WIC vendor;> services, then the more
helpful and comfortable the Employee will be.
White on duty, it is important for Emptoyees:to record new information learned
and questions he or she wants answered. There is a ledger in each WIC for this
purpose. This information will be shared with other Employees.
9. Customer Service Duties:
Greet everyone with a smile, but avoid touching people when assisting them or
giving directions.
Provide directions and offer assistance with patience. It is a known fact that
traveling and passing through new areas can elevate a person's tension level,
even for the most seasoned visitor. Some visitors may be less than cordial.
Keep cool and. get help when needed.
WIC VISITOR ASSISTANCE PROCEDURES:
1. Inquiries
Respond to all inquiries, but do take time to be specific if someone seems very
confused. If someone needs a guide to an area close by, go ahead and help.- ,
Provide information on transportation, hotels, dining, shopping, area attractions,
and points of interest: If you don't. know the answer t+d someone's,question,
DON':T GUESS! Ask another_employee, or booth manager.. Make a call if., .
you have to. Do not hesitate to acknowledge youe do nut know. Bad information
is worse-than no information at all.
2. Recommendations/Complaints
To report recommendations%onnplaints as follows:
3
Should a visitor wish to file a written complaint, they may either
complete a "We are Listening" form immediately or they may fill it out
and return it at their convenience. All written complaints received
should be left in the suggestion box.
If the visitor wishes to contact a WIC authority during regular business
hours, the visitor should be directed to the appropriate Booth Manager.
3. Unsafe Situations
If you see someone, especially a child, about to do something unsafe, please
assist the Town. by being an extra set of eyes ta: identify and correct unsafe
activity. Try not to correct the child using a loud voice. Move as close as
possible and speak politely and firmly. Do not grab or restrain the child unless
the child is in grave danger. Use the phone, as busy times sometimes dictate
parking on the frontage road, if you see a problem report it but DO NOT put
yourself in harms way.
4. Skis & Boards
For security reasons, do not handle or take responsibility for watching anything
for visitors, especially skis, boards and baggage:. Refer people to coin .lockers
located in the parking structures or near the lifts.
5. Lost and Found
ALL lost and found items must be reported to the Town. staff, employees as soon
as possible. Do not attempt to identify the owner by searching through items.
This is especially true for suspicious packages, which should be left alone until
authorized workers come to check out or collect them.
6. Safety Hazards ~,
Report any wet floors, icy walkways, or other safety hazards immediately. Call
the Booth Manager on duty.
Please remember #hat as a WlC employee you are assisting Town of Vail
visitors to navigate the area smoothly. The assistance offered is strictly
informational, and Employees are prohibited from carrying or watching luggage,
children,. etc., ,WIC Employee. watchwords are INFIRM, GUIDE, and DIRECT!
HANDLING EMERGENCIES:
WHEN AND WHOM TO CALL
Pick up the phone,. 911, to get help with serious safety-or medical=related
emergencies, or potentially criminal activities.,. Examples of such situations are
'5
persons behaving suspiciously, disoriented persons or lost children, or
individuals with medical issues needing attention. The Police Dispatch will notify
all necessary response groups of the situation.
WHAT TO SAY
i When providing a description of the. situation, say specifically what you see.
"There is a man, approximately mid-forties who fell (or, appears to have fallen),
and his knee is bleeding heavily. He is on the Top Level stairs, ~ near the Ski
Museum." Use major features of the parking structure as landmarks such as the
Ski Museum, parking garage and the parking level animal markings. If
giving/getting information. from. a third party. about an incident in the structure,
give the level or entrance/exit point and directions from that point:
MEDICAL EMERGENCIES....Shou/d /give firsf aid to injured persons?
You can give first aid in accordance with the Good Samaritan Law, but take the
advice of the Emergency Medical Technicians (ENT's), "Don't put yourself in a
dangerous position." Don't expose yourself to blood or other body fluids.
AFTER MEDICAL HELP ARRIVES
Do not leave when the help arrive. They may ignore you as they check out the
patient. They have numerous procedures and decisions they have to make
quickly. However, they will need to get a statement from you concerning what
you saw or did.
Also, in cases where a safety hazard caused the problem, you will need to stay
at the site of the problem until help arrives in order to prevent anyone else from
being hurt.
INTERPERSONAL SKILLS:
The two basic building blocks of customer service are WHAT we say to our
visitors and HOW we say it.
1. Tips on Active Listening
• Want to listen. Almost all problems in listening can be overcome by
having the~right attitude., Listen to. the visitor as you would listen to any
friend.. Remember, there .are no such thing as an uninteresting
;.
person...only uninterested listeners. ~ ~' `
v-, Act like a .good listener.,.- , Be alert, sit or stand up straight.. Lean forward
and let your face radiate interest. .
!I
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~~~
• Listen to understand. D
,i o not dust Irsten for the sake of Irstening; listen to
gain a real understanding of what the visitor is saying.
~ ~ • Ask questions when you don't under
classification. Ask questions when you want~he other e~s need further
p on to like you,
or when you want to show you are listening. Don't ask questions that will
°I embarrass or "put down" the other
' person.
~ • Concentrate on what the other
i ; attention on the words, the ideas ~d the feelings related t Ithfe subyour
~~ • Look at the other )ect.
person. Face, mouth, eyes and hands will all help the
{ other person communicate with ou. These will hel
I ( show that you are listening. y p you concentrate and
• Smi/e appropriate/y..: but don't overdo itl
• Share responsibility for communication. Only part of the responsibili
rests with the speaker; you as the listener have an important part. T t ~
~, ~ understand, and if you don't, ask for clarifica ' ry
!II • Remember list fion.
~I ; en~ng ~s fun! Work at developing this constructive
attitude. Make a game of seeing how well you can listen and really
~ understand the visitor's needs.
Effective listening is an art. It can be developed by conscientiously applied
j practice on a daily basis!!!
i 2. 'rips on Giving Good Information
• Provide only correct information. The only thing worse than not
knowing an answer is giving the wrong answer! Never be too proud to
say, "I don't know, but I'll find out for you." If you don't know an answer,
'say so. Then do your utmost to find the correct information and record it
in the ledger so others can benefit from your experience.
• Don't assume anything, Ideas that may be clear and easy for you may
not be to a visitor.
• Be specific, When directing a visitor to an address of a service provided,
use terms that are universal (north, south, right, left): Don't use terms that
are only known locally, like "next to the 4-wa ."
landmarks when possible. Give specific measurement if po s bleefournd
blocks, one half mile.
• Speak slowly and distinctively,
• Reinforce your Instructions with something visual. Provide a
brochure or map. Always hold the, information facing the visitor, with north
at the top for them. If possible stand so that you, the visitor and the
information are all oriented with the same. Use a highlighter to mark
important information.
• Give added information when it will help. Be careful not to confuse'
when giving. added information.
• Recheck. Let the visitor repeat the information back to you if the want
and listen for points of possible confusion. y to
• Be patient Be patient and: considerate, especially with people who have
. speech and language difficulty.' Think how you would like to be treated if
the situation were reversed.
• Maintain a helpful attitude. Be friendly and courteous. You should try
not to rush the visitor. Don't let the visitor leave until you both feel you
have a clear understanding.
• Speak with confidence. True professionals provide their information and
answers with quiet certainty, because they know their material. They
know they are doing their job well. Learn to have a professional attitlde
as an Ambassador in everything you do. Your confidence also will help
put the visitor at ease.
3. Tips on Handling Complaints
A few simple procedures can help anyone who has to deal with visitor
complaints. Good- visitor relations don't depend on the innate ability of getting
. along with people. You can learn to handle complaints by following the simple
procedures outline below:
• Listen to the entire cQmp/aint: How else will you find out what the visitor
wants? Don't interrupt. People who complain about a product or service
are feeling a need to tell you something.
• Accept the feelings of the visitor.. Let the visitor know it is all right to
' feel upset. The visitor's need to "tell you something" is often complicated
by the feeling. of frustration, or even embarrassment about complaining.
The: best way to deal with feelings is to accept them.
• Don't. take ahe visitor's complaint as=a personal offense: Chances are
r it is not really directed`at you: Don't defend"yourself'orygur organization
either. If you oppose" the feelings, they wilt contiriue: if you accept them as
valid for thevisitor they tend to diminish. =
• You may feel like disagreeing with many thins the person is saying.
The key is to look. for that feeling with which you can agree and tell them
that you understand. Manage to filter through the visitor's feelings by
accepting. them, and then move into solving the specific problem.
• Clarify the complaint. "Now filter out the feelings to find out exactly what
it is the visitor wants you .to do. Simply-ask, "How can I help you?"
• Take action immediately when possible. Don't just stand there, do
something! The complaining visitor wants action! given if the complaint
isn't in your department show, some interest.
Followthrough on anything you say you are going to do. Don't ever
promise something you don't intend to do. If you are authorized to handle
the matter then take care of it without delay, preferably in front of the
visitor. That visitor wants-acton:not just words:
• Remain cheerful and helpful. Your attitude can ease the situation
I~ greatly if you handle it correctly. SMILE! Be courteous and gracious,. try
to be really helpful.
~~ .~
('
• When you are dealing with an unhappy visitor you have an
unparalleled opportunity to create a positive impression of yourself
and your organization. This is the time to be at your very best.
• Refer matters that you can't handle to someone who can. If you can't
take immediate action on the visitor's complaint yourself, refer them to
someone who can.
• If it is a matter of referring them to another agency or office, be
helpful in providing the name, address and phone number.
Suggesting exactly what steps they should take. At the very least, take
down their name, address, phone number and the nature, location and
date/time of the problem and give it.to the Booth Manager or put it in the
ledger.
Remember: The person with the complaint is probably most upset because they
don't feel they have been treated with fairness. This has offended their sense of
self-worth.. You~can restore that sense of well being by showing real attention
and interest in their problem. Accept the reality and validity of their feelings. Try
to resolve the problems or find the person or agency that can. Don't ever let the
complaining visitor go away without showing them that someone does care about
him or her and their problem. Isn't that what you would expect if you had a
complaint?
4. Interacting with International Visitors
Although VVIC `s internatignal service. is limited, many Town of Vail visitors are
from gther countries, Hgsting in#ernational vsitq~s is an excellent time to learn
about other cultures: Ratience, courtesy and imagining yourself in their shoes
will ,help yqu. Whether guests are as .curious: about you> as you are of them, or
just need assistance, you have. the perfect opportunity to be a neighborly
ambassador for the Town of,Vail,
- GREETINGS..
• Initial. greetings. should be simple: "Good Morning", "Good afternoon",
and "Good evening" are generally understood. "How are you"" may be
translated literally and should be avoided.
- COMMUNICATING VERBALLY
• Many international visitors speak English fluently. listen to the
responses of those who do not. If they don't understand, simplify. A
repertoire of simplifieal questions, instructions and directions is a great
asset.
• Keep sentences short, speak slowly and clearly pausing frequently, to
allgw the visitor to show he does or doesn't understand. Short silent
periods during. conversation are. appropriate and polite in some
cultures. .
Remember: louder is not clearer speech. Americans often talk louder
when they should be speaking slower.
To confirm your understanding, repeat what you hear them say-or what
you think they meant. If you didn't understand all that was said, repeat
as much as you understood. Give the visitor a chance to repeat or
clarify. When the visitor doesn't understand you, try writing it down, or
if possible; draw a picture.
Although international guests may appear shy, demure, or indecisive,
this does not necessarily mean that they wish to be left alone or are
ignoring you.
- GIVING DIRECTIONS
• Use a map and mention landmarks to guide visitors most clearly.
• Because most of the rest of the world uses metric distances, "miles"
and "feet' may be difficult for visitors to understand. Remember,
1 mile =1.61 kilometers and a yard is roughly a meter.
- TELEPHONE
• When talking on the phone, use phrases like:
^ Please say that again
^ Please spell it
^ Please speak slowly
If you did not understand everything, repeat what you did
f understand and pause.
^ If you need to bring someone else to the phone, say, "Wait just a
moment please."
- FACIAL EXPRESSIONS
• Smiling is not a universal communication symbol. Although
Ambassadors need to always go that extra smile, do not expect an
international visitor's facial expression to always mirror your own.
- BODY LANGUAGE
• Body contact such as a slap on the shoulder :should be avoided. Avoid
using hand gestures, such as "okay', (thumb and. forefinger together)
or "thumbs up", which may have totally different, possibly offensive
meanings in another culture.
- HANDLING FEAR
• Fear of difference, of the unknown, or off making a cultural mistake is a
normal human reaction. If a difficulty arises a.nd you need help,
indicate to the guest that he or she should wait while you seek
assistance. It is always better to meet, greet, and interact with others
than to withdraw or retreat from them.
- EYE CONTACT
• Good eye contact is valued in many cultures, but is not necessarily
appropriate in all cultures. In some countries it is a sign of respect to
either look down or away! Don't make judgments if your eye contact is
not returned.
- FAMILIARITY
• Some cultures misinterpret Americans' instant familiarity as rudeness
or pushiness. Be discrete; gauge the level of your familiarity by signals
from your guest.
- CLARIFY "YES", "NO" AND "1 DON'T UNDERSTAND"
• In many cultures, when you say a negative sentence, a person will say'
"yes" to show agreement with the statement. To avoid confusion, ask
positive questions. "You need a ride to West Vail?" not "You don't
need a ride, do you?"
• Probably the least effective way to find out if someone understands is
to ask, "Do you understand?" "Yes" frequently doesn't really mean
yes. Abetter way to clarify if someone actually understands is to ask
him or her to repeat information back to you.
POLICIES:
1. Records
Records will be maintained on each employee including dates of service, duties
completed, evaluation of service, and awards received. An employee may
review these records by submitting a request to the Booth Manager. Employee
records are confidential to the extent permitted by law.
2. Evaluation
Employees will receive periodic reviews. The primary purpose of evaluations is
to ensure that the information program is as effective as possible. Reviews of
the employee's service efforts are intended to be positive and informative. Also,
employees will be encouraged periodically to evaluate, the program and
management staff for the same purpose.
3. Discontinuing Employment
If an employee wishes to discontinue his or her service with the Information
Center Program, notify the Booth Manager as soon as possible and complete the
following procedures:
/ Return your parking pass, ski pass, if applicable and notebook to the
Booth Manager. Two weeks notice is customary and expected.
The Booth Managers will conduct periodic evaluations to assess employee
compatibility with the Information Booth Program and provide additional training
as needed. Should the employee prove to be incompatible with the requirements
io
of the program, the employee may be asked to discontinue their services with the
program.
4. Injured While on Duty
If you are injured while engaged in employee activities at VVIC, contact or ask
someone to call Dispatch by using the Emergency phone. ALL incidents need to
be reported with a call to the booth Manager and filling out a form available from
the Manager. NO EXCEPTIONS!
5. Town Staff and Personnel
VVIC Management and Vail Town Staff/Town Council F~ave jurisdiction when it
comes to interpreting rules and regulations. Should an employee be given
instructions by these individuals, or by any vendor, with which the employee does
not agree, the employee should notify the Booth Manacfer to help clarify or
resolve a misunderstanding.
6. Conflict of Interest
Employees will not, in any way, use their position to obtain financial gain for
themselves, any member of their household, or any business with which the
employee or member of the employee's household is associated. Employees will
not take or divert property of WIC or Town of Vail for private use or for anyone
else.
7. Impartiality
While on duty, employees must refrain from commenting on how good or bad the
quality of service is for each vendor. WIC representatives are impartial and are
I at the booths to promote a positive Town of Vail experience. The vendors are
our partners and customers, too.
8. Smoking
VVIC is committed to protecting health and safety. As a safety precaution for
everyone, smoking in WIC facilities or properties is prohibited unless designated
as a smoking area.
9. Have Fun, its Contagious!
ii
Appendix F -Recruiting Overview
Town of Vail Visitor Information Center
Employee Ambassador Recruitment Overview
PURPOSE
Employees of the Vail Information Centers serve as hospitality
and cultural Ambassadors for the Town. They are committed
to the highest level of customer service. As Ambassadors,
their goal is to spread goodwill on behalf of the Town. They
will provide high-level, courteous assistance to all guests
visiting Vail.
MISSION STATEMENT
To provide outstanding customer service for the Vail guest
while promoting Town of Vail Businesses thereby meeting and
exceeding the expressed purposes outlined by the Town of
Vail's Operatlona/ Standards and Goals.
OBJECTIVES
- Directly influence opinions of the Town of Vail by providing
courteous and friendly assistance.
- Strive to make each visitor's encounter a positive experience,
thus creating a great first impression of Vail.
- Help travelers enjoy their trip and the' Town of Vail.
- Be responsive to the information needs of our guests..
- Allow Vail businesses to utilize the Vail Information Centers to
the fullest potential.
- Collect regular feedback from guests to improve management's
ability to improve customer satisfaction.
QUALIFICATIONS
Ambassadors should be friendly and outgoing. They should
possess above average communications skills. They must be
reliable and committed to the position. They must possess an
intimate knowledge of the business community and what it has to
offer visitors. Above all, they must exude civic pride in the Town of
Vail.
CUSTOMER SERVICE DUTIES
- Provide directions and offer assistance.
- Respond to requests for information..
- Report recommendations and complaints to local businesses.
- Provide information on regional services and attractions not
offered in Vail.
Appendix F
Operational Standards
To fulfill the customer service, information outpost purpose described above, the
operator shall gather and dispense information about Vail, its attractions, events,
businesses and other related matters to serve the needs of Vail's customers. Information
and services shall include the following:
• Collect and dispense information relating to ail cun~ent and future events and
activities in the Town of Vail.
• Collect and dispense information regarding the physical layout of Vail and
provide personalized assistance with wayfinding, directions and other visitor
orierrtation needs.
• Dispense information and provide for the free display of materials and
brochures from any and aH Town of Vail businesses, including attractions,
lodges, shops and restaurants in acxordance with the following policy:
h is the policy of the Vail Visitor tnformal6on Centers to first and foremost often visitors
information on the amenities offered within the Town of Vai. These amenities include
lodging, res3aurants, businesses and senrices. ff the guests request does not exist
within the Town of Vail, a comparable amenity within the Town of Vail should be offered.
If this stiff does not accommodate the guest's needs, it is appropriate to offer a business
within the Vail Valley but not wilt-in the Town of Vail in order to display excepent customer
service. It is acceptable to offer guest activities that are not located within the Town of Vail when no
other Vail-based options are available.
• Display and distribute information in which Vail is featured in the title or
content of the publication subject to approval by the Town of Vail.
• Provide on-site access for lodging and activity booVungs via use of computer
terminals and courtesy phones in accordance with the policy listed bek>\nr. All
software used in the Visitor Centers will be restricted tp Vail properties only.
The Vatl Visitor Information Center lodgiQrg policy is to facifdate information on lodging located within
the Town of Vail. If the guest specificaly requests information on bdgjng outside the Town of Vail, the
Visitor Center staff wdl direct the guest to a courtesy phone where the visitor can mane the necessary
artangemerrts on 1he'a own. Similaarty, viaQor services agerts may fame bookugs for activities
located within the Town of Vail. Guest activities that are not based within the Town of Vail may also
be facilitated. As of October 1, X05, commissions on lodging and activities booked from the Vail
Visitor Information Centers will be discontirwed.
• Provide on-site facilitation of complaints or problems related to the Vail
Village or LionsHead parking structures via distribution of discretionary
coupons. The operator shall provrcle internal t~ntrols to prevent abuse.
• Collect and dispense information !o promote Vail's resort offerings, inducting
the commercial business districts (Vail Village, LionsHead and West Vail),
Vail Mountain, the transit system, recreational trails and paths, Ford Park,
Colorado Ski Museum, Vail Golf Club, Vail Library and all other amenities
within the resoi#.
• Collect and dispense information and services to encourage and facilitate
visitation during Vaii's revitalization.
• Provide for the sale of. Vail manhole cover products and other merchandise
approved by the Town of Vail that serves to complement the purpose of the
center.
• Provide wheel chairs in accordance with the following policy:
For the convenience and safety of guests visiting Vail, both the Vail and LionsHead Visitor Centers
have a wheel chair available. These are for day use on a complimentary basis and are to be returned
before the Visitor Centers close for the day. All guests using the ~nfieel chair must first fill out a check-
out form. They should include their name, address, contact infomnation and a credit card number in
case the wheel chair is not returned or resumed damaged. If the guest is unable to return the wheel
chair before the Visitor Centers closes, such as during the shortened off-season hours, the Visitor
Center agent should make arrangements for the wheel chair to be dropped off at the designated
alternative location: La Cantina Restaurant, located on the second level of the Village Parking
Structure. The restaurant should be contacted in advance to set up a return time.
Provide visitor center services to businesses located in the Town of Vail in an
equal and non-discriminatory fashion.
Process the fulfillment of visitor informatlon requests in a timely and
customer-friendly fashion to maximize impact on the potential customer.
Maintain staffing and hours of operation as follows:
Winter season,.8 hours per day per center.
Summer season, 11 hours per day per center.
Spring & Fall Season, up to 6 hours per day per center with overlapping
hours maintaining a •10 a.m. to 6 p.m. combined operation.
Maximize opportunities to access visitor information orb a 2417 basis.
Maximize opportunities to collect visitor contact information for performance
measures.
2
Vail Chamber & Business Association
Proposal for Town of Vail
Information Center Operations
Date: June 1, 2005
241 S. Frontage Rd. E., Suite 2
Vail, Colorado 81657
Phone: 970.477.0075
FAX: 970.477.0079
E-mail: infoC vailchamber.org
Vail
~hainber &
:~;;: ~ .Business
~.
Association
241 S. Frontage Rd. E., Suite 2
Vail, Colorado 81657
Phone: 970.477.0075
FAX: • 970.477.0079
E-mail: infoC~vailchamber.org
May 23, 2005
Stan Zemler
Town Manager
Town of Vail
75 S. Frontage Road
Vail, CO 81657
Dear Stan:
Enclosed please find the VCBA's response to the RFP for Town of Vail Information
Center Operations.
We believe that we are uniquely qualified to administer this contract as we are unique in
our commitment to service only the Town of Vail and its businesses.
The VCBA considers itself to be the town's leader in customer service. As founders of
TIU! we will be providing "Excellence in Customer Service" training for the community
for the 11~' year in partnership with Vail Resorts. Additionally, as founders of the
Premier Impressions program, we acknowledge the delivery of "Excellent Customer
Service" by employees in the TOV.
As proven strong advocates of a customer driven philosophy, we pride ourselves in our
commitment to excellent customer service, supporting our goal of creating an "intent to
return" on the part of the guest.
Another area where we take great pride is making customer interaction at all levels a
priority. This means that with very rare exception, our phones are answered personally as
soon as they ring. Only under the most unusual circumstance does a call ever go to an
automated system. Naturally, when a customer enters our office, they are greeted
promptly and courteously and every attempt is made to accommodate their needs.
A key ingredient that sets us apart is our ongoing single minded commitment to the Vail
community, Since the merger of the three business organizations that helped form the
VCBA almost 6 years ago, we have been unwavering in our focus on Vail. It has been
what has set us apart form all other organizations and it is clearly the mission of our
organization as we move forward. Vail has always been our priority and will continue to
be so in each and every of our endeavors.
During the past year we have attempted to address the concerns that were raised in the ,.
past regarding our experience.
In November of 2004, the VCBA developed a lodging reservation system. The program
was available to all lodges in Vail, regardless of membership in the organization. With
the late start immediately preceding the holiday demand, we've had a very~successful
beginning. We look forward to the continuation of a positive and profitable relationship
for all concerned.
In the fall of 2004, the VCBA worked with the Eagle Valley Chamber of Commerce on
the creation of an information booth at the Eagle County Airport. The directors of the two
chambers made presentations to and received funding from Eagle County for the
establishment of this new service for guests arriving at the airport. One full time
employee was hired with the VCBA filling in the additional shifts on a weekly basis. As
a particular kudos, the VCBA staff worked both the Christmas Day and the New Year's
Day shifts when they were not scheduled and no one else was available.
While there is no question that we cannot accumulate 30 years of experience when we
have only been in existence for less than 6, there is no need to think that the VCBA staff
is anything but qualified to run the Vail Information Centers.
With our commitment and focus on Vail and the level of quality and experience that our
staff possesses, we are poised to not only run the Information Centers but run them in a
way that clearly meets the goals and objectives outlined in the RFP.
This proposal will remain in effect for 90 days after receipt by the Town of Vail. Please
feel free to contact me during the period of evaluation if you have any questions or
concerns.
Thank you for your consideration.
Sincerely,
Kaye Ferry
Executive D~ ect
VCBA
241 S. Frontage Road, Suite 2
Vail Colorado 81657
Off 477-0075
Cel 376=5100
Fax 477-Q079 ~-
Vail
Chamber &
:~;;: ~ .~usiness
Association
241 S. Frontage Rd. E., Suite 2
Vail, Colorado 81657
Phone: 970.477.0075
FAX: 970.477.0079
E-mail: infoC~vailchamber.org
Prouosal for
Town of Vail
Information Center
Operations
1:
I• Mission Statement: To support commerce and enterprise in the TOV
while working with the TOV and VRI to be the premier mountain resort
community.
The mission statement will be met through implementation of goals directed
at two groups:
Guests. To provide the Vail business community with the tools to give guests
the best experience to maximize their intent to return.. Also, to provide our
guest with an environment that enhances their experience and creates intent to
return.
Members. To facilitate the Vail business community's potential to maximize
sales with both in town and out of town customers.
n. Financial Management: The VCBA keeps accurate and complete
records of all transactions within the organization. All records are open to the
Town of Vail upon request. It currently prepares and submits it's quarterly
and year-end financial statements to its Board of Directors for their review. In
order to secure the contract of the Vail Visitors Centers, the VCBA has
requested audit proposals for the year of 2005, cost of which will be borne by
the VCBA.
III. Balance Sheet: As of December 31, 2004
31-Dec-04
ASSETS
Current Assets
Checking/Savings
Checking 121, 003.55
Clearing 800.00
Petty Cash -Cash on hand 100.00
Total Checking/Savings 121,903.55
Accounts Receivable
Accounts Receivable 39,294:70
Total Accounts Receivable 39,294.70
Other Current Assets
Prepaid Expense 727.00
Total Other Current Assets 727.00.
Total Current Assets 161,925.25
Fixed Assets
Furniture, Fixtures, Equipment
27,925.46
Total Fixed Assets 27,925.46
TOTAL ASSETS` 189,850.71
LIABILITIES & EQUITY
Liabilities.
Current Liabilities
Accounts Payable 15,963.76
Total Accounts Payable 15,963.76
Total Current Liabilities 15,963.76
Total Liabilities 15,963.76
Equity - ..:. .
Opening Bal Equity
64,482.38
Retained Earnings 109,431.69
Net.lncome ~ 2°972.88.
~_. -
TotaLEquity ~ ,
173,886.95.,.
TOTAL LIABILITIES:& EQUITY
i
• ~ 189,850.71
.
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2.
V. .Examples of Previous Experience and Bios:
a. Previous Experience. Having an office inside the Transportation Center,
the VCBA has already served as an information center, albeit an unofficial
one, for the past several years. Throughout this time period our staff has
become fully accustomed to the questions, that the Information Centers
will be asked to handle.
The VCBA's consistently updated website also serves as a source of
information for the Town of Vail. From www.vailchamber.or~, visitors
may find a calendar of events, contacts for lodging, retail, and professional
services, activities for Vail in the summer and winter, as well as links to
other key Vail websites.
Over the last several months, the Vail Chamber has `expanded its ~`
operations to include two examples of proven success in the business of
providing information. Last November we began a reservations system
run completely through our office. With a state of the art reservations
program and 172 room nights already booked, the Chamber has proven
itself capable of handling the reservations that would run through the Vail
Information Centers if that is the direction it takes.
Also, the Vail Chamber played an integral role: in the trial year of an
information center at Eagle County Airport. Our executive director. ,
worked together with the director of the Eagle Valley Chamber of
Commerce in making a proposal to the Eagle County Commissioners..
Funding was granted and the space allocated was doubled after two
months of operation. Additionally, Sarah"Akeroyd and.Jeff Fridman, two
of our full-time employees, helped to staff the information center gat .a
minimum of one day per week throughout the winter season: This official
experience of running and operating an information center, only adds, to the
Chamber's long list of qualifications.
b. Bios
1. Kaye Ferry -Executive Director. Kaye founded the VCBA in
1999 by merging the=Nail Village Merchants' Association,
(which she also started in 1990) with the LionsHead Merchants'.
Association and the Vail Community Chamber.: She served as
President of those organizations befare becoming the Executive
Duector of the.VCBA in August 2003. •
-The VVMA created the Vail Guide, 'Turn It Ups, Premier - ;.
" Impressions as well as a host of special events such as the;Chili
Cook-Off and Spring.Back to Vail that are..still offered through
the, VCBA and other organizations:... "_ : -_ :: .
,.,.
~.
,r.. _
"Kaye's work.. experience' includes a 15 year ownership of the `
Daily Grind which had. six locations- in Colorado as well as Vail
:.: Mountain Coffee. Roasters- in Minturn and Aspen Mountain
' - ; ~ Coffee Roasters m, Aspen;;. ~> •
4-• -.
Prior to working in Vail, Kaye served as the Personnel Director
for Marsh and McLennan=in Chicago as well as Personnel
Director for the Lange Ski Boot Company in Broomfield.
She has served on many committees over the years which
include Vail Local Licensing Authority, Eagle Valley Leadership
Coalition, Eagle Valley Economic Development Council, and
Vail Tomorrow Housing Team.
Kaye received a Bachelor of Science in Psychology from
Michigan State University with graduate work in Industrial
Relations at both Loyola University and Northwestern
University.
2. Joyce Gedelman-Viers -Finance Manager. Joyce is a 30-year
resident of Vail with a background in finance, political science,
and French. Her varied work experience includes teaching at
elementary and secondary levels, management of summer
recreation programs and hotel management with front line and
back office experience.
As an active member of the Vail community, Joyce has served
on the Boards of the Women's Resource Center, Echo Ranch,
and the Betty Ford Alpine Gardens.
She also served as a business curriculum consultant for Colorado
Mountain College. For the past two years she has dedicated time
to Red Sandstone Elementary School and worked with 4th and
5th graders in the ESL (English`as a Second Language) Program
not only during the school year, but summers as well.
3. Sarah Akeroyd -Office Manager. Sarah has lived in Vail for
over five years and joined the VCBA in July of 2004. Originally
from England, Sarah received. a degree in Computer Software
and moved to America in 1999.. Her experience relating to the
Information Centers includes answering questions regarding
accommodations, shopping and dining. She also worked several
days at the Eagle County Airport Information Booth during the
past winter season.
Sarah is also our reservations manager, overseeing all guest
bookings and invoicing hotels monthly. Finally, Sarah has
designed several websites for the Chamber and would handle any
similar responsibilities for the Information Centers.
4: Jeffrey Fridman -Communications Specialist. Jeff joined the
VCBA last October and has quickly made himself a valuable
asset to our operations. His experience as it relates to the
Information Centers includes answering Vail: related questions
5
over the phone and in person, taking calls for our reservation
system, writing and editing Chamber documents such as our
monthly newsletters and Business 2 Business, and running the
Eagle County Airport Information Booth one day a week.
Jeff has a Bachelor's degree in English from Miami University.
VI. Verification of contact information:
a. Dan Barry. Eyepieces
Business Phone: 970-476-1947
b. Marka Brenner, Blue Sky Mort~a~e
Business Phone: 970-331=4514 `
e. Dale BuQby. Vail Resort Rentals_
Business Phone: 970-476-0906
d. ,Cohn' Cogswell, T'he Squash Blossom
Business Phone: 970-476-8984
e. Lourdes FerZacea, La Tour
Business Phone: 970-476-4403
f. Tom Gorman, Vail Valley Medical Center
Business Phone: 970-569-7667
g. Ghigui Hoffman, The Lau~hin~ Monkey
Business Phone: 970-926-9494
h. Nicole Hoffman Ewing, The Rucksack/The General Store .
Business Phone: 970-476-5242
i. Steve Rosenthal Colorado Footwear
Business Phone: 970-476-3130 .
j. .Rich TenBraak Manor Vail Resort
Business Phone: 970-476-5651
k. Ron Weinstein, Roxy
Business Phone: 970-476-7774
i
VII. Expertise as it relates to Information Center ~oals_
a. Business decision focus. The VCBA has always had as its mission to
support commerce and enterprise in the TOV. Each decision that we
make must meet that criteria. All decisions are; based on what is good for
the business community which in turn benefits the town.
.. _. 6
b. Fairness in access/representation As an organization that exists to
support the business community in Vail, the Chamber is well prepared to
fairly represent all Town of Vail businesses at the Information Centers.
Our goal has always been to represent the Town of Vail as a whole. In
fact, every month this office provides several services that extend to any
business, not just those who are official members of the organization. Our
monthly newsletter is mailed out to over 7001ocations, the majority of
these being Vail businesses. We have monthly membership meetings that
are open to anyone seeking information on local events, construction
updates, and future plans to improve Vail. Finally, our monthly Business
2 Business update is sent to anyone in Vail who would like information
specifically concerning the business community.
The Vail Chamber would take two immediate practical steps to fully
represent Vail if awarded the Information Centers contract. First would be
the elimination of any and all commissions made on lodging reservations.
With no monetary incentive, employees would feel free to recommend any
Vail lodging regardless of prices or percentages. Secondly would be the
use of the Vail Guide, our publication that gives a free listing to all Vail
businesses, as a source of phone numbers and locations. The Vail
Chamber would provide fair and honest information on each and every
Vail business.
c. Singular customer service/focus/nuryose The VCBA has always prided
jtself on making customer service one of its premier goals. We have many
examples of our commitment to customer service which starts with our
creation of the TN! Program. TN! is the onl
trajmng Program in the Vail Valley. This program js abouttt enter its 11`~
Year and is a requirement for the purchase of a discounted merchant pass
from Vail Resorts. Additionally, we created and continue to provide the
Premier Impressions Program which acknowledges excellence in customer
service as delivered by Vail's front line employees. This year 259
employees received nominations while 134 received awards.
Another area in which we take great pride is our commitment to be
responsive to all interactions with the public. First and foremost is our
diligence in answering the telephone when it rings. We have a very strong
office ethic that requires answering a ringing phone as the first priority of
business. Very rarely does a call roll to voice mail during business hours.
Conflicting roles and political agendas really have no relevance at the
VCBA as we are committed to serving only businesses in the TOV.
d.
our proposal involves moving the VCBA office into the Vill ge Part of .
Information Center space if we aze awarded the contract. Our expectation
is that we will then be able to handle any unforeseen issues when they
arise. Any personnel absence, requirements for additional personnel
during very busy times, and a variety of miscellaneous situations that arise
7
on a daily basis will be handled by rotating VCBA staff to fill in the gaps.
Currently we have two full time and two part time employees so the
transition will not be overwhelming. If the town prefers that we maintain
our current location and not have the two entitiies function in one location,
we:believe the Information Center will lose some extra flexibility that
would be beneficial to its operation.
Additionally, our move to the Village Information Center space would
allow cross-use of our current office materials and equipment.
e. Accountability. Should the Vail Chamber be given charge of the
Information Centers, we are fully prepared to give performance updates to
the Town of Vail on a regular basis. Initially, these updates would be
guided by customer surveys available to all guests in both Information
Centers. We would collect these surveys and at the Town's request
provide them along with a report of how the centers have adapted to the
needs outlined in the surveys. Attached is a draft of a potential survey
(see attached document H).
In addition to customer reports, the Chamber would also take steps to
ensure all Vail businesses are fairly represented. First, business surveys
would be sent twice annually to gauge the Chamber's success in
representing Vail businesses (see attached document I). Also, the
Chamber's monthly meetings would become a review of the information
centers' activities, with a question and answer session during which
businesses could voice their opinions.
By having the centers. managed, by an organization whose clear objective
is to service the needs of the Vail business community and the Town of
Vail, we would ensure that a maximum number of dollars generated by the
Information Centers directly benefit Vail and its businesses.
f. Adaptability. If the VCBA is anything, it is adaptable. With such a small
staff and having only five years ago evolved from a completely volunteer
operation, we have learned first hand the importance of being flexible.
Everyone in the office does everything, and they do it in a very
cooperative way. The organization is extremely tight knit as would be
required from four adults sharing 324 square feet. We have learned to do
what needs to be done in a timely and above gal an efficient manner. We
have also learned to adapt to the needs of the town and to the needs of our
members. We have consistently provided new products and services as
we have grown and have identified a need in the community.
- -
:.
- 8.
1
Part 2: Proposed Business Plan.
Option 1(VV and LH Locations)
I. 3 year business plan
a. C, osts- T'he VC_BA's proposed business plan for I'eaz 1 includes all
personnel, operational, and administrative costs. A 4% increase in costs is
anticipated for yeazs 2 and 3.
Yeaz 1 - $213,758 (includes capital expenditure budget)
Year 2 - $215,288
Yeaz 3 - $223,900
b. Vail Information l'pntors 2004 2005 Budget
VAIL INFORMATION CENTERS
200405 BUDGET
EXPENSES
' Budget
Staffing Wages
Full-time Supervisor $89,424
Training Hours-12 hrs/pp summer & winter 35,360
Payroll Taxes 1728
* 2 Ski Passes 11,568
Uniform Shirts/Sweaters 1,b00
Professional Trainer -summer & winter
Staff Recruitment 600
2,500
Event and Activity Promotion 1,250
Insurance 2,000
Workers Compensation
Office Contents 1,528
Internet Service 1,470
Leased Equipment -copier & cost of copies 480
Telephone/Fax 6,300
Postage 8,400
Office Supplies 4,600
Dues & Subscriptions 4,000
Cleaning 500
Concierge Orientation -summer & winter
Travel & Meeting Expense 5,400
4,000
Allocated Expense 500
_ _23.900
Total Expenses' ~ -
$207,008
Assuming TOV will provide parking passes valued. C~3 $4200.
Capital Expenditure Budget
Capital Expenditures will be a one-time expense. At the termination
of the contract, they will be the property of the Town of Vail.
4 Computer Stations (software fully loaded)
Shipping/Installation/Wiring $3,200
Furniture _ 1,000
1,650
Display Aids
2 2-Drawer Lateral File Cabinets
Total Capital Expenditures
9.
350
550
$----- 6'50_,
II. Staffing, hours of operation:
Winter Season -Each center would be open from 9 a.m. to 5 p.m. (8 hours
per day per center) with double coverage at peak timies; i.e. the Christmas and
New Year- holidays; weekends_in_February and March, and "Spring Back to
Vail" weekends in April.
Summer Season -Each center would be open from ~ a.m. to 8 p.m. (11 hours
per day per center) with double coverage at peak times as well. For the months
of July and August, there would be double coverage from 12 p.m. to 5 p.m. each
day, each center, and during the July 4~' holiday there would be
double coverage in each center from 9 a.m. to 8 p.m.
Sprin~/Fall Season -Vail Village would be open each day from 10 a.m. to 4
p.m.; L snot Head from 12 p.m. to 6 p.m. each day. Guests would be able to
access both centers for information between the hours of 12 p.m. to 4 p.m.
10
Oution 2 (W Location Onlvl
I• 3 year business elan
a. Costs_ The VCBA's proposed business plan for Year 1 includes all
personnel, operational, and administrative costs. A 4% increase in costs is
anticipated for years 2 and 3.
Year 1 - $151,725 (includes capital expenditure budget)
Year 2 - $153,348
Year 3 - $159,482
b. Vail Information Center 2004 2005 Bud¢pt
VAIL INFORMATION CENTERS
2004-05 BUDGET
EXPENSES
Budget
Salaries & Wages (schedule attached)
Full-time Supervisor $45,552
Training - 12 hrs/pp summer/winte 35,360
r
Payroll Taxes 1,008
2 Ski Passes 7,590
Uniform Shirts/Sweaters 1,500
Professional Trainer -summer & winter
Staff Recruitment 340
1,500
Event and Activity Promotion 1,250
Insurance 2,000
Workers Compensation
Office Contents 1,250
Internet Service 1,300
Leased Equipment -copier & cost of copies
Telephone/Fax 4 600
Postage 7,900
Office Supplies 4,200
Dues & Subscriptions 3,800
Cleaning 500
Concierge Orientation- summer & winter
Travel & Meeting Expense 3,000
4,000
Allocated Expense 500
Total Expenses 20,120
$147,450
* Assuming TOW will provide parking passes valued C~ $2400
Capital Expenditures are aone-time expense. At the termination
of the contract, they will be the property of the Town of Vail.
2 Computer Stations (software fully loaded)
Shipping/Installation/W firing
Furniture
Display Aids
2-Drawer Lateral File Cabinet
Total Capital Expenditures
$1,600
500
1650
250
275
$-_ 4,275
11
II. Staffing, hours of operation:
Winter Season -Vail Village would be open from 9 a.m. to 5 p.m. (8 hours
each day) with double coverage at peak times; i.e. the Christmas and New
Year holidays, weekends in February and March, ,and "Spring Back to Vail"
weekends in April
Summer Season -Vail Village would be open from 9 a.m. to 8 p.m. (11 hours
each day) with double coverage at peak times. For the months of July and
August, there would be double coverage from 12 p.m. to 5 p.m. each day and
during the July 4~' holiday there would be double coverage from 9 a.m. to 8
p.m.
Spring// all Season -Vail Village would be open each day from 10 a.m. to
6 p.m. each day. Guests would be able to access both centers for~information
between the hours of 12 p.m. to 4 p.m. ,
i
s
`~
~
t 12"
2:
The following applies to Options 1 and 2
III. Description of services:
a. Collection of Brochures The VCBA will assume the responsibility of collecting all
available brochures from Town of Vail business license holders including lodges,
restaurants, retail shops, event promoters, activity companies, VRD, etc. These
brochures will be prominently displayed at both Visitor Centers along with the Vail
Guide, maps, and other magazines or brochures that promote Vail tourism.
b. Concieree Relationships The VCBA will develop a close working relationship with all
businesses in order to better represent them. Especially important will be our relationship
with the lodging community; keeping them can-ent on events and other special offerings
and working with them daily on availability of accommodations.
c. Dissemination oflnformQtion Guests will be greeted and given information designed
to convert them from an afternoon shopper to an overnight guest, hopefully with an
extended stay. Our best collateral pieces will be the Vail Guide, the Vail map, a weekly
calendaz of events, and a listing of all activities and recreational opportunities, both of
which will also be developed by the VCBA.
d. Directions -All VCBA information specialists will be knowledgeable of Vail. They will
be able to capably give walking, driving, or transit directions to and from lodges,
restaurants, shopping, recreation, event locations, and Town of Vail landmazks.
e. Construction Information VCBA staff has attended and participated in the
construction updates held weekly for Vail Village, LionsHead, and East Meadow Drive
since their inception. All. staff members will be able to address questions regarding the
construction in both Vail Village and LionsHead and give directions accordinagly.
f. LodQinp Reservations The VCBA will compile a daily list of lodging availability with
location, prices, description of accommodations, and amenities in order to assist guests in
making reservations. Our goal would be to entice a guest to extend his stay by offering
him a variety of events and activities, creating a memorable Vail experience.
g. Event Information and R.,~kinQS With the Town of Vail's approval, the VCBA will
offer the guests event information and tickets to Bravo! Vail Valley Music Festival and
the International Dance Festival. Information on all other events scheduled within the
Town of Vail or on Vail Mountain will also be available.
h. Activity Information arul Bookines The VCBA will also offer information on a wide
vaziety of recreation and activities that Vail has to offer. With the Town of Vail's
approval, we will book these activities as a convenience to the guest.
i. Sale of Merchandise -The VCBA will sell certain convenience items to the guest i.e.
postcards and stamps. Any additional items such as manhole covers, Town of Vail
jewelry, would be subject to the Town of Vail's approval.
j. Guest Internet Access - A computer station will be installed in each Visitor Center
location for the convenience of the guest.
k. Brochure Fulfittment -The VCBA will respond in a timely manner to all brochure
requests. It is our understanding the VLMD will reimburse the VCBA for the postage
expense related to sending out the summer fulfillment collateral piece.
~ ADA and Stranded Motorist Pro am -The VCBA will do everything possible to
accommodate and facilitate the handicapped guest during his stay in Vail. The Town of
Vail offers an additional transportation program if a guest is not able to ride the fixed
route.
m. Stranded Motorist ProQr~m - ~ the event of inclement weather, road closures, or a
disruption of transportation services, the VCBA will be able to offer previously
negotiated discounted lodging to stranded individuals or families.
13
IV. Staff reeruiting/hiring/training: A goal of the VCBA is to hire the
best guest relations staff~possible. Senous consideration will be given to
existing employees interested in continuing their~employment. We will be
hiring staff that display excellent communication skills, an enthusiasm for
Vail, and-a friendly, outgoing personality. Most importantly, we are looking
for people who will meet each guest with a warm meeting and a smile.
Staff training: The VCBA is pleased to have access to the professional
training services of Doug Gertner, Ph.D. of Emu Consulting. He has been
selected by Vail Resorts and VCBA to conduct the: 2005 "Turn It Up!" classes
in November and will put together 2-hour training sessions especially
designed for the Vail Visitor Center Information Specialists.
Currently, the VCBA staff has a combined'total of 55 yeiars in business
experience in the Vail Valley. An in-house orientation and training program
for all employees would include meeting designated lodging contacts, touring
designated lodges, a walking street tour of Vail, ari orientation of the bus
services in Vail, study of activity and event manuals, familiarization with
recreational opportunities,forbotli summer and winter, and a visit to key Vail
structures including the._Colorado Ski Museum., Vail Library, Vail Tennis
Center, Vail Golf Club, Town of Vail Municipal Building, and the Vail Police
Department.
V. Marra ement structure
VCBA Board
of Directors
Executive Director
Kaye Ferry
Finance Info Center Office Communications
Manager Manager Manager Specialist
Joyce Viers T.B.D. Sarah Akeroyd Jeff Fridman
Information Information Informatton * Information * Information * Information
Center Center; Center.. Center Center Cente.~
cialist Speciadisf Speciah
Specialist Specialist Specialist Spe
Full-Time Part-Time Part-lime Part-Time Part-Time Part-Time
~ In case of Option2 (VV Location Only);:,3 part~time Information Center. Specialists will
be :removed. - _.
14
VI. Process for collection of uerformance data' Collection of
performance data will take place in three different ways. First, customer
surveys will be collected in confidential boxes at the Information Centers.
Monthly, they will be sorted and filed for review.
VII.
VIII.
Secondly, asemi-annual survey will be sent to Town of Vail businesses in
order to ensure that we are fairly representing all Vail businesses.
Finally, anyone who would like to comment on our services at the Information
Centers could voice their opinion directly to the VCBA at our monthly
meetings held the second Tuesday of every month at the TOV Council
Chambers.
established and sustained: _........~.,. ~.,~'1" `cvels will DE
The VCBA has always prided itself in its
goal to maintain excellence in customer service in the Town of Vail. As
creators of the Turn It Up! Program, the VCBA has stressed customer service
throughout the entire valley and will continue to do so for years to come. All
staff hired at the Information Centers would be required to attend a Turn It
Up! Class each year to ensure that they are held to the same standards the
VCBA expects of all employees in Vail.
Also, the VCBA would incorporate its Premier Impressions program into the
Information Centers. Visitors or coworkers could nominate these employees
to be recognized for their excellence in customer service.
See pages 6-8.
's
15
Part 3: Proposed Cost Option 1(W and LH Locations)
VAIL INFORMATION CENTERS
200405 BUDGET
EXPENSES Budget
Staffing Wages $89,424
360
35
Full-time Supervisor ,
1728
Training Hours-12 hrs/pp summer & winter
Payroll Taxes 11,568
1,500
* 2 Ski Passes 600
Uniform Shirts/Sweaters 500
2
Professional Trainer -summer & winter ,
Staff Recruitment- 1,25.0
000
2
Event and Activity Promotion ,
Insurance
Workers Compensation 1,528
Office Contents 1,470
480
Internet Service
Leased Equipment -copier & cost of copies 6,300
Telephone/Fax 8,400
4,600
Postage 000
4
Office Supplies ,
500
Dues & Subscriptions 5,400
Cleaning
Concierge Orientation ~- summer & winter 4,000
Travel & Meeting Expense 500
23.900
Allocated Expense
Total Expenses $207,008
* Assuming TOV will provide parking passes valued C~ $4200.
Capital Expenditure Budget
Capital Expenditures will be a one-time expense. At the termination
they will be the property of the Town of Vail.
f the contract
,
o
4 Computer Stations (software fully loaded) $3,200
Shipping/Installation/VNiring 1,000
* Furniture (2 sofas & 1 chair, coffee table in W, 2 guest
chairs 1,650
and table in LH) 350
Display Aids 550
2 2-Drawer Lateral File Cabinets
Total Capital Expenditures $6,750
16
EXPENSES
Budget
Salaries & Wages (schedule attached)
Full-time Supervisor $45,552
Training - 12 hrs/pp summer/winter 35,360
Payroll Taxes 1,008
" 2 Ski Passes 7,590
Uniform Shirts/Sweaters 1,500
Professional Trainer -summer & wint 340
er
Staff Recruitment 1,500
Event and Activity Promotion 1,250
Insurance 2,000
Workers Compensation
Office Contents 1,250
Internet Service 1,300
Leased Equipment -copier & cost of
i
cop
es
Telephone/Fax 4 600
Postage 7,90b
Office Supplies 4,200
Dues & Subscriptions 3,800
Cleaning 500
Concierge Orientation- summer & winte 3,000
r
Travel & Meeting Expense 4,000
Allocated Expense 500
Total Expenses 20,120
$147,450
* Assuming TOW will provide parking passes valued C~ $2400
Capital Expenditures are aone-time expense. At the termination
of the contract
they will be th
,
e property of th e Town of Vail.
2 Computer Stations (software fully loaded)
Shipping/Installation/Wiring
$1,600
Furniture 500
Display Aids 1650
2-Drawer Lateral File Cabinet 250
275
Total Capital Expenditures
$4,275
17
Part 4: Appendices
I. .Equal opportunity etc. statement:
a. Rep_ ortin~2: The Vail Chamber & Business Association will directly report to
the Town of Vail Town Manager's Department. VCBA will act as an
independent contractor and nothing shall constitute or designate the VCBA or
any of its employees as agents or employees of the Town of Vail. Furthermore
the VCBA will adhere to the rules and guidelines set forth in the contract for
information services. .
b. Personnel: The general administration of the Visitors Centers' activities and
services will be the sole responsibility of the Vail Chamber & Business
Association and its employees. Recruiting, hiring, training, coaching and ;
terminating personnel will be the responsibility of the VCBA and will adhere to
Equal Employment Opportunity principles. We will not discriminate against any
employee or applicant for employment because of race, color, religion, sex, or
national origin. Such action shall include, recruitment or recruitment advertising;
layoff or termination; rates of pay or other forms of compensation; and selection
for training, including apprenticeship.
c. Control of Funds: The Vail Chamber & Business Association will keep true,
accurate and complete accounting records of all business and financial
transactions relating to the duties performed for information services. The
VCBA will make such records available to the town upon reasonable request
without delay and without expense.
d. VCBA Recommendation: In the event the LionsHead Visitor Center is closed
due to construction of the Vail Conference Center, the VCBA would encourage
the Town of Vail to,construct a temporary Center'to accommodate the LionsHead
businesses. Guiding the guest with lodging reservations into the LionsHead area
is important as well as giving directions to anyone interested in shopping or
dining. Site location is critical as the Town would want a Visitor Center to be
easily accessed from the top of the parking facility and/or the South Frontage
Road. Although we have not included a budget far this option, in the event of the
necessity to close the LionsHead Visitor Center, we would work with the Town
of Vail to research the feasibility of this option.
e. Condition of Receiving Contract: Should the VCBA be awarded the
Information Centers contract, the Town of Vail must first provide some basic
updates to the structures. Services including carpet cleaning/replacement and
painting are necessary to have these facilities match the world class services
guests have come to expect of Vail and are not budget items that the VCBA can
absorb.
II. Insurance: See attached documents A and B.
III. Letters of recommendation: See attached documents C through G.
Twin City Fire Irtsura-rce Company
05/2012005 to 05/20/2006
Part I- Workers' Compensation Insurance (Coverage A and C)
Statutory Coverage as provided by the following states:
Colorado
Coverage includes Medical and Loss of Income Benefits for injuries arising out of a work related injury.
Part II -Employers Liability Insurance (Coverage ~ Limits of Insurance
Bodi1S~ Injury By Accident
$odil3~ Injury By Disease ~ 1~>~ Each Accident
Bodil ~ ~ 500,000 Policy Limit
y Injury By Disease ~ 100,000 Ea~Employee
Rakl~ I>ntormatiola:
Stale: Colorado Location: Ol
Location Address: 241 S. Frontage Road Ste
Vail, CO 81657
Class Description: Rate:
Code
8810 Clerical Office Employees Noc 40
Premium Basis Class Premiurn:
(Rate per ~ 100
of Exposure)
144,000 $ 576.00
State Recan•
Total Class Premium
Colorado Group Discount
Total Estimated Anal Standard Premium
Eapea~se Constant 0900
Terrorism Risk Ins Act Of 2002 (9740) L44 000
DTEC (9741) 144 000 '
Total Estimated Animal Premium
a 576.0()
5.00 °~o a -29.00
~ 547.00
~ 160.00
.0300 ~ 43.00
.0100 ~ ~~
~ 764.00
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INSURERS AFFORDrPIQ, COVERAGE NAIC ~
INSURED INSURER A: Contiaentat Western Insurance Co.
VAIL CHAMBER AND i3US(NESS AS30C1ATION
?A1 SO. FRONTAGE ROAD SUITE 2 INSURER B;
VAlL CO 81657 INSUF~R C.
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~LOCA.TION8/VEHICLES/EXCLU310NS AppEp gY ENDOKSENEN7l SPECIAL PROVISIONS
Town of Vail
75 So. Frontage Rd West
Vail ~O 81657
Attention: ,,
t a-
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17(PM2ATIQTI pAT~ ~~: THE ~~ POLICIES gE CANCELLED BEFORE THE
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R'S AGENTS OR i~PR65ENTATIYE.4. LIABILJTY OF ANY ><JND UPON THE IN3UR-e
AUTHORIRED RE3Pac~Grrwr.w-
/~ r
1
Mauriello Plann6ng Group - - - - - - -
May 20, 2005
Kaye Ferry
Vail Chamber and Business Association
241 S. Frontage Road Suite 2
Vail, CO 81657
Re: Vail Chamber
Dear Kaye:
I am writing you on behalf of Crossroads management and Mauriello Planning Group,
LLC to extend our support to the Vail Chamber and Business Association. We believe
that your organization provides services and information that benefits all businesses
within the Town of Vail.
We appreciate all of the work you do to make the Town of Vail a better place to live and
do business.
S' cerel ,
Dominic F. Mauriello, AICP
Principal
C: Craig Cohn, Crossroads Management
r.
~,•
n
:y
~q
To whom it may concern,
PO. BOK 9
EAGLE, GOLORACIO 81 b3 i
(970) 328-5220
FAX (970) 328-1120
WEBSITE: www.eaglevaliey.org
4/2~,i2t)ii5
Please accept this letter of reference for the Vail Chamber and Business Association
VCBA, with regards to their participation in the Eagle Regional Airport Information
Counter.
VCBA was a founding member of the coalition representing the business communities
from Vail to Gypsum. They assisted in the initial planning and meetings with County
Commissioners, and subsequent meetings with airport administrative personnel
They were responsible for stocking many of the Vail ,publications and provided a staff
person on Sunday's from Dec 22 through April 1 S`
Their assistance was very valuable and we look forward to their continued participation
this sumuner and next winter.
If there are any questions I can answer regarding their participation please do not hesitate
to contact me.
Respectfully
-• . •' ,:
- ~:
Tim Cochrane
Executive Director Eagle Valley CoC
Managing Partner Economic Coalition
Visitor's Center
- -~:. ,,_
U
Q~cr~ C~ec~~
nos ~.~,.e~ e
147? Matterh
orn C.ir
fail, Colorado 81657
Phone #) 970-476_5598
Fat#) 970-476-3056
_ _.. _......... ~arkmead(cwail.net
April ZS, ?005
"Iv Whom It Ma}• Concern:
M}~ name is Janie Lane. I am the General Manager @ the Yark Meadoti~-s
Lode in Vail, Colorado. I hat-e bc:e n here since 1999, and ha1-c a ~rcat
appreciation for the Vail Chamber. Not onh• do the~• inquire about rates
and a~•ailability in order to appropriate]}• reser~•r rooms for us, they- do it
«•ith a friend]}• and chec rful attitude.
'Thanks so much. Keep up the breat ~rork, and the resen•ations!
Sincere]}•,
~_
l ~~
~~~~
~janic° Lane/General Manager
'`~ Yarkmeadowslod~c .com
L-~+,oUSr.
LOD6£
April 26, 2005
Vail Chamber and Business Association
241 S. Frontage Road
Suite 2
Vail, CO 81657
Dear Chamber:
This is just a note to thank you for all your business you sent
our way this winter. All the reservations went smoothly and the
guests were very pleased.
Keep up the good work for the Vail businesses!
Sincerel
Pac~lly~r
r
555 E. lionshead Circle ° Vail, Colorado 81657 ; 800-654-0635 ~~ Phone: (970) 476-2340 • Fax: (970) ~1; 6-930;
Email: lifthou~ ail.net ~ wwwlifthousevail.com
May 31, 2005
To Whom It May Concern:
My name is Janice Anderson, and I work in the ECO Transit Office at the Vail
Transportation Center. Having an office so close to the Vail Chamber & Business
Association, I have seen first hand their professionalism in dealing with visitors to the
Town of Vail.
At least one person from the VCBA is always in the office and available during business
hours. Holidays are no exception to this rule, as just yesterday (Memorial Day) I visited
the office to find it fully staffed.
As someone who works in the customer service industry in Vail, I can tell you how
valuable it is to have an office such as theirs that realizes the importance of being
available to guests.
Judging by past experience with the VCBA, I would strongly recommend them for the
Information Centers' Contract.
Sincerely,
,,
C~~~'~ti~
Janice Anderson
ECO Transit
Vail
Chamber &
:•~: o Business
•.
Association
241 S. Frontage Rd. E., Suite 2
Vail, Colorado 81657
Phone: 970.477.0075
FAX: 970.477.0079
E-mail: infoC vailchamber.org
Information Center Evaluation Survey
In the interest of better serving the guests of Vail, we would appreciate it if you would take a few moments to fill in
this survey. These surveys will be used as employee reviews and to select future services of the
Information Center. Please deposit your finished survey in the marked box. Thank you!
How would you rate the courteousness of the staff at the Information Center? (CHECK ONE BOX)
E 1
xce lent ................................... O1
.
Above Average .......................... ................
................ Oz
Average ............ 3
......................... ................ ~
Below Average .......................................... ~a
Poor ........................................................... OS
2. How would you rate the services at the Information Center? (CHECK ONE BOX)
Excellent .................................................... ~1
Above Average .......................................... ~z
Average .............................. s
Below Average .......................................... Da
Poor ........................................................... ~5
3. Would you recommend the Information Center to someone else seeking information in Vail? (CHECK ONE
BOX)
Definitely .................................. I
••••••••••••••••• ~ Unlikel
Probabl y .................................. s
y ..................................................... ~2 ................... ^
Definitely not ............................................. ~a
4. What were you looking for in the Information Center that was not available?
5. Any other comments /questions?
Thank you from all of us striving to keep Vail #1 !
Questionnaire design assistance provided by Business and Marketing Consulting Services
2692 Kinnikinnick Court • Vail, CO 81657 • Phone & Fax: (970) 476-2367 • E-mail: dpuetzer@aol.com
veil
Chamber &
:•~: ~, Business
•.
Association
241 S. Frontage Rd. E., Suite 2
Vail, Colorado 81657
Phone: 970.477.0075
FAX: 970.477.0079
E-mail: info@vailchamber.org
nosiness Information Center Survey
)n the interest of better serving the guests of Vail, we would appreciate it if you would take a few moments to fill in
this survey. These surveys will be used as employee reviews and to select future services of the
Information Center. Please either mail or fax this survey back to the VCBA. Thank you!
How would you rate any guests' comments on the Information Center? (CHECK ONE BOX)
Excellent .................................................... Di
Above Average .......................................... ~z
Average ..................................................... ~3
Below Average .......................................... ~a
Poor .................... ...................... I75
How would you rate your personal experience with the Information Center? (CHECK ONE BOX)
Excellent .................................................... ~i
Above Average .......................................... ~z
Average ..................................................... O3
Below Average .......................................... ~a
Poor ........................................................... ~5
3. Would you recommend the Information Center to someone else seeking information in Vail? (CHECK ONE
BOX)
Definitely ...................................... 1
Probabl """"""' ~ Unlikel
y .................................. 3
y ..................................................... ~z ................... ^
Definitely not ............................................. ~a
4. Are there any changes you would like to see made at the Information Center?
5. Any other comments /questions?
Thank you from all of us striving to keep Vail #1 !
Questionnaire design assistance provided by Business and Marketing Consulting Services
2692 Kinnikinnick Court • Vail, CO 81657 • Phone & Fax: (970) 476-2367 • E-mail: dpuetzerC~aol.com
r
`~ Visitor . ~,
4{~~~ ~~3
c`
VAI LVALLEY
Chamber CX..TOUr]SLIl Bureau
VAIL VALLEY CHAMBER & TOURISM BLIREALI
PROPOSAL FOR
.TOWN OF VAIL
INFORMATION CENTER OPERATIONS
~~. K;,,,., . Y'
's
.-~--
VAIL~VALLEY
Cha-nlx~r&Tcwiism liurtui
June 1~, 2005
Town of Vail Visitor Information Center Selection Committee
C/o Town Manager, Stan Zemler
Town of Vail
75 South Frontage Road
Vail, CO 81657
Dear Mr. Zemler,
Please accept the Vail Valley Chamber & Tourism Bureau's response to the Town of Vail (TOV)
Information Centers Operations Request for Proposal (RFP). In our proposal you will find detailed
information on how we intend to fulfill all the requirements that are outlined in the RFP, specifically our
expertise as it pertains to the TOV's six stated goals of 1) Business Decision Focus, 2) Fairness in
Access, Representation, 3) Singular Customer Service Focus and Purpose, 4) Efficiencies, 5)
Accountability, and 6) Adaptability to Changing Circumstances.
Some of the key aspects of our proposal include our experience and qualifications, our complete
understanding of extraordinary customer service and our commitment to sustaining it in the Visitor
Centers, our willingness to proactively,request feedback from our customers, both the visitor and the Vail
business community, our innovative lodging reservation booking system, and our promise to be
accountable for our actions. We offer examples of our experience in these areas, which include our
outstanding results on our mystery shop evaluations and our visitor survey, our extensive agent training
and high expectations of our staff
Not only do we value the visitor, we also recognize the importance of the Vail business community and
their needs. Our detailed process of recommending businesses to guests without favoritism and
encouraging visitor spending by booking reservations in the Visitor Centers with our unique and
proprietary booking system shows we are aligned with the TOV's vision anci goal of improving the local
economy.
Through our leadership in the community and our experienced and dedicatESd staff, there is no doubt that
the WCTB is the best organization to continue the operation of the Vail's Visitor Centers. Our flexibility,
professionalism and excellent working relationship with the town's staff will allow us to excel in all the
areas of focus and achieve the goals set forth in the stated requirements of the Visitor Center operator.
This proposal shall remain in effect for 90 days after receipt by the Town of Vail. Please contact me with
any further questions.
Sincerely,
Katie Barnes
Director of Visitor Services
Vail Valley Chamber & Tourism Bureau
100 E. Meadow Drive, Suite 34, Vail CO 81657
970.479.1046 ext. 101
TABLE OF CONTENTS
PART 1 ............................................................................................................................................................................... 1
BACKGROUND .............................................................................................................................................................. ... 1
EXPERIENCE AND QUALIFICATIONS ............................................................................................................................. ... 1
MISSION STATEMENT ................................................................................................................................................... ... 3
FINANCIAL MANAGEMENT ........................................................................................................................................... ... 3
BALANCE SHEET .......................................................................................................................................................... ... 5
STATEMENT OF SOURCES AND USES ............................................................................................................................... 7
VERIFICATION CONTACT INFORMATION ......................................................................................................................... 8
EXPERTISE AS IT RELATES TO 6 STATED GOALS ............................................................................................................... 8
PART 2 .......................................................................................................................................................................:..... 15
PROPOSED BUSINESS PLAN ........................................................................................................................................... 15
STAFFING LEVELS ......................................................................................................................................................... 16
DESCRIPTION OF SERVICES TO BE PROVIDED ................................................................................................................ 17
STAFF RECRUITMENT, HIRING & TRAINING .................................................................................................................. 23
MANAGEMENT STUCTURE ............................................................................................................................................. 28
PROCESS FOR COLLECTION OF PERFORMANCE MEASUREMENT DATA ........................................................................... 29
STEPS FOR ACHIEVING EXTRAORDINARY CUSTOMER SERVICE ..................................................................................... 30
HOW THIS PROPOSAL SATISFIES THE TOWN'S SIX STATED GOALS .................................................................................. 31
PART 3 ............................................................................................................................................................................. 32
PROPOSED COSTS .......................................................................................................................................................... 32
ITEMIZED LIST OF COSTS ASSOCIATED WITH COLLECTION OF ANNUAL PERFORMANCE DATA ......................................... 36
APPENDIX 1 .................................................................................................................................................................... 37
VISITOR CENTER VISTfOR SURVEY
APPENDIX 2 .................................................................................................................................................................... 38
VISITOR CENTER BUSINESS SURVEY
APPENDIX 3 .................................................................................................................................................................... 39
PLATINUM SERVVCE PROGRAM MYSTERY EVALUATION
APPENDIX 4 .................................................................................................................................................................... 42
PARKING COUPON FORM
APPENDIX 5 .................................................................................................................................................................... 43
VISITOR SERVICES AGENT QUIZ
2
PART 1: BACKGROUND, EXPERIENCE & QUALIFICATIONS
Background
The Vail Valley Chamber & Tourism Bureau was chartered (as the Vail Resort Association) in
1964. In the last decade, the organization has participated in some important milestones in Vail
such as the creation and funding of the local marketing district, creation and success of the
Lodging Quality Assurance program and the increase of summer air service into the Eagle
County Regional Airport. Our membership base is at an all tirrie high of over 1,000 members,
285 being located with in the Town of Vail.
The Vail Valley Chamber and Tourism Bureau (WCTB) is an organization with a stated
purpose to improve the conditions for business success. We strive to be recognized as THE
organization dedicated to leading the economic vitality of the community by:
• Setting new standards for cooperation and collaboration among our stakeholders, including
area businesses, government entities and private organizations
• Attracting and retaining customers
• Partnering with area businesses to enhance their level of success
We effectively operate through self-sustaining business and marketing programs and financial
partnerships with our stakeholders. Our company values include integrity, service,
sustainability, commitment, and collaboration.
Experience & Qualifications
The Vail Valley Chamber and Tourism Bureau has been managing the Vail Visitor Centers for
over 30 years (previously operating as the Vail Resort Association and the Vail Valley Tourism
and Convention Bureau). The current staff has a combined totaP of over 20 years of experience
working in the Visitor Centers. In our past operations of the Vail Visitor Centers, the WCTB has
consistently operated efficiently and within the parameters of our financial contract with the
Town of Vail (TOV). We have always presented ourselves professionally and have an excellent
working relationship with the town staff, which is essential when conducting business on behalf
of the TOV.
Key PersonneF
One of our biggest assets is our staff and their experience arid dedication to service.
Katie Barnes, Director of Visitor Services° Originally from Ann Arbor, Michigan, Katie moved to
Vail in 1995 after graduating from Indiana University to be a "ski bum" for a year:..ten years
1
later, she's still here. She has been working at the WCTB and with the Vail visitor for almost
eight years. She.brings her ability to take. a new,approach to everyday. operations and create
innovative ways to serve the guest. One of her biggest accomplishments at the WCTB is the
creation of www.vailonsale.com and the streamlined reservation booking process in the Visitor
Centers. Creating a culture of service and dedication was her first priority when taking on new
responsibilities in the.Visitor Centers three years ago. This came easy after putting together the
right team of enthusiastic and committed individuals. In her free time, Katie is finding herself
taking advantage of a new realm of activities as a mother of Leo, a~10-month-old.
Mike Griffin. Visitor Center Manager: Mike has lived in the Vail Valley for five years. He started
at the WCTB as the Visitor Center Manager in May of 2004. Since then, Mike has successfully
managed Visitor Center responsibilities as well as coordinated the Community Host program
and. helped to organize and run the Construction Host program. Along with many years of front-
line experience including Christy Sports in Vail Village, Mike has a Masters in Communications
from the University of Northern Iowa. Mike applies his helpful attitude and pleasant demeanor
to everything he does in the Visitor Centers. One phrase you will never hear from Mike is "I
don't know". No matter what the question, he always finds the answer. Outside of work, Mike
takes full advantage of all the great activities that Vail has to offer especially mountain biking
and hiking with his new puppy, Daisy. Mike also teaches a Speech Communications class at
Colorado Mountain College.
Kersandra Rettig Visitor Services Agent .Kersandra is new to Vail; moving here last year from
upstate New York. Since starting in the Visitor Centers she has played an integral part helping
with the host programs as well as staying on top of the events and happenings in Vail.
Kersandra's many years of customer service experience is apparent in her interactions with
guests. Her glowing personality is infectious to those around her. Her mystery shop
evaluations describe her as "happy," "bouncy," "cheerful," and "perky", usually with the word
"very" preceding it.
Annette Ramer. Visitor Services Agent Annette has worked for the WCTB in the Visitor
Centers for three years and first moved to the valley five years ago from Denver. Annette has
also been a part of the Community Host program for four years. Her MA in Special Education
and experience, as a former educator complements the skills she uses in guest interaction in the
Visitor Centers as well as on the streets of Vail Village and Lionshead. A"rinette has a great
enthusiasm for Vail and excellent conversational skills. When not in the Visitor Centers or
hosting, you can find. Annette at just about every event offered in Vait, making sure her picture
finds its way into the social section of the Vail Daily.
Vi Brown. Visitor Services Agent Vi has lived in Vail for 40 years. Her dedication to Vail and
experience working. in the. visitor centers dates back to the 60's and 70's. After numerous years
working in the Vail retail community, Vi returned to the information center position at the Vail
Valley Chamber of Commerce. After eight years in Avon, Vi realized that it was time to come
back to her "roots" and assist the guests at the Vail Visitors Centers. To this day, we are still
searching for a question about Vail during the past forty years that Vi can't answer. Most
recently Vi and her husband Byron have become known as the "hottest couple in town" thanks
to a cover shot. on the Vail Trail. Currently, Vi works part time for the WCTB.
Mission Statement
The mission of the Vail Visitor Centers is to efficiently serve our customers, which include the
visitor and Vail business community, by answering questions and giving out information without
favoritism, encouraging visitor exploration of the resort, being a resource for local events and
happenings, helping improve the local economy by referring visitors to Vail businesses and
making a lasting impression through exceptional customer service that exceeds the customers'
expectations. We will be accountable for our actions and will proactively address issues as they
may arise. We will strive to be the leaders in the industry by creating innovative ways to
approach visitor information and customer service.
Financial Management
The accounting department of the WCTB manages the finances of the Visitor Centers and they
are kept completely separate from other departments. The Visitor Center contract will fund a
portion of the WCTB accounting department proportionate to the amount of work that is being
done on their behalf. These functions include accounts payable and receivable, employee
benefits; payroll, human resources, ordering office supplies and maintaining office equipment,
computer and technology support.
This staff includes:
Kathleen Halloran, CPA, Vice President of Finance & Administration
Ben. Sassenfeld, Accounting Coordinator
Lucas Jones,lT Manager
Julie .Tomlinson, Office Manager
,; 3 .
Checks 8 Balances: All deposits for merchandise sales are reconciled to the Point of Sale
(POS) system and turned in to the accounting department with sign-off from the Visitor Center
manager. Inventory is performed each season (twice annually), and is reconciled with the sales
reported by the POS and accounting systems. All timesheets, which are printed from our time
clocks, are signed by the employee and manager and submitted to the WCTB accounting
department for processing.
Each month, the accounting department reports revenue and expense from operations to the
Visitor Center manager and director, and monthly budget meetings are held with the Vice
President of Finance to monitor revenue/expenses and to ensure appropriate staffing levels.
Every year, McMahan and Associates audits the all finances of the WCTB, including the Visitor
Centers.
4
Balance Sheet
' Dec 31, 04
ASSETS
Current Assets
Checking/Savings
1000. Operating Cash 21,217.07
1050 • CD 133,318.34
1090 • Tour Cash 40,359.53
600 • Cash on Hand 272.00
Total Checking/Savings - 195,166.94
Accounts Receivable
1100 • Accounts Receivable 312,703.76
Total Accounts Receivable i 312,703.76
Other Current Assets
1150 • Allowance - Uncollectibles -4,949.96
1200 • Prepaid Expenses 28,273.38
1205 • Prepaid Postage 1,274.92
1300 • Suspense 51.04
1305 • Due From Tour 6,253.26
1310 • LMD Pass Through -158.99
1499 • Undeposited Funds 640.47
Total Other Curtent Assets 31,384.12
Total Current Assets 539,254.82
Fixed Assets
1900 • Leasehold Improvements 52,113.02
1910 • Furniture 8 Equipment 325,561.95
1920 • Software 26,272.98
1990 • Accumulated Depreciation -341,688.64
Total Fixed Assets 62,259.31
TOTAL ASSETS 601,514.13
LIABILITIES 8 EQUITY
Liabilities
Current Liabilities
2000. • Accounts Payable 40,363.67
5
Other Current Liabilities
1025 • Line of Credk - Weststar
Total 1320 • PRIMA Suspense
2011 • Due to Operating
2090 • Advance Guest Deposits
2100 • Salaries Payable
2115•SUTA
2120 • Accrued Employee Benefits
2310 • Lodging Dues Deferred
2315 • Group Dues Deferred
2320 • Business Dues Deferred
2330.Other Deferred Revenue
Total Other Current Liabilities
Total Current Liabilities
Total Liabilities
Equity
3900 • Retained Earnings
Net Income
Total Equity
TOTAL LIABILITIES ~ EQUITY
40,000.00
-337.70
6,253.26
26,370.58
35,490.39
143.37
10,043.49
30,843.75
29,918.75
157,497.54
297,501.27
633,724.70
674,088.37
674,088.37
-91,586.75
19,012.51
-72,574.24
601,514.13
*Audit performed by McMahan & Assoc., but Audit report not issued as of 5/31/2005
..
-6-
tatement of Sources and Uses
Zoo4
Actual
Stakeholder Contributions
Vail LMD Contract (7%)
TOV Visitor Center Contract
Public Relations Contracts
Beaver Creek Marketing Contract
Dues Income
Marketing Co-ops and Publications
Partner Programs
Lodging and Package Commissions
Group Lodging and Co-op Commissions
Air Program
Corporate Sponsorship
Visitor Center MerchandiseNending
Lodging Quality Assurance Program
Brochure Mail/Hous. Bur./Hotline
Cancel & Svc Fees
Interest Income
Miscellaneous Income
Total Revenue
Salaries, Wages, Benefits, Taxes
Ed. Opportunities
Professional Fees
Telephone, Fax, Cell
Postage, Priority Mail
Operating Supplies
Research
-Web Site Mgmt/Host
Corporate Sponsor Expense
Visitor Center Merchandise, Host & Advertising
Marketing Co-op/ Publ Expense
Partner Program Expense
LQA Programs
Reservations Advertising /Web Ads/ Distribution
Reservations System Fees, Credit cards, Equipment
Public Relations Newsletter
Gen'I Maint/Cleaning
Bank Charges/Interest
Bad Debt'Expense-
Sales Taxes
Dues & Subscriptions
Travel ;Entertainment, Recruiting
75,000
109,340
167,335
29,930
57,000
508, 825
594, 023
92,233
290,154 .
165,408
1,894
10,000
14,502
163,699
2,660
34,054
1,638
(3,565) _
2,314,129
1,279,094
6, 362
23,495
24,811
12,545
5,686
6, 000
8,303
5, 000
10, 854
356,423
47,261
8,930
46,594
49,670
5, 759
4,849
5,687
450
896
5, 769
22;526
7
Miscellaneous 152
Total Operating Expense _ 1,937,117
Total Allocated Expense .325,840
Total Expense 2,262,957
Operating Income/(Loss) ~ 51 173
Depreciation Expense (32,162)
___~..
Net Income t (Loss) 19,011
'Audit performed by McMahan 8~ Assoc., but Audit report not issued as of 5/31/2005
Verification Contact Information
Rob Levine
General Manager, Antlers at Vail
680 W. Lionshead Place
Vail, CO 81657
970-476-2471
Pam Brandmeyer
Town of Vail, Assistant Town Manager
75 S. Frontage Road
Vail, CO 81657 '
970-479-2113
Steve Kaufmann
Owner/Manager, The Tap Room & Sanctuary
333 Bridge Street
Vail, CO 81657
970-479-0500
Expertise as it pertains to the 6 stated goals
1. Business Decision Focus
The WCTB, as operators of the Visitor Centers, offer several services that benefit the
community, individual businesses and the Town of Vail. These services include improving the
local economy by booking_Vail lodging reservations and referring visitors to Vail businesses,
responding. to feedback from the customer, offering useful .information accumulated by our past .
experience of operating the Visitor Centers, improving communication,. and increasing. the
perceived value of the Visitor. Centers;-
8
Improving the local economy
The best way-the Visitor Centers can help- improve the local. economy is by driving guests to
local businesses and lodging accommodations. We have prov~sn ourselves in this area with our
track record of booking almost 2,000 room nights last year (2004) through the Visitor Centers.
Our proprietary online lodging booking system offers an easy H-ay for properties to communicate
their rates and availability to our staff and to guests directly via our self-service computer
terminal.
Responding to feedback and offering useful information
We think that it is important to hear feedback from our customers. In the winter of 2005, we
conducted a visitor survey that we designed to assist us in two areas; 1) making future
decisions about the Visitor Centers and 2) customer service. See Appendix 1 for the Visitor
Survey. Our hope is to clearly understand how the guest utilizes the Visitor Center, how we can
improve on their experience and to assist the Town of Vail in making future decisions that
concern the centers. We will also conduct surveys in the Vail business community in order to
gauge our performance in the eyes of the Vail businesses. See: Appendix 2 for the Business
Survey. Other important information is gathered by keeping hourly tallies of how many visitors
are coming through the centers. This helps us make important decisions on hours of operation
and staffing. We have these records going many years back in order to predict our busy times.
Improving communication
We will improve our communication to Vail businesses by creating and distributing a monthly
newsletter via email with upcoming events and helpful visitor infformation so that they can better
serve their guests.
Increasing the perceived value of the Visitor Centers
In order to improve the Vail merchants perceived value of the Visitor Centers, we encourage
merchants to track the business that is referred to them by the Visitor Centers. This can by
done by offering special coupons that are only distributed through the Visitor Centers, displaying
brochures unique to the Visitor Centers that guests may bring to their business location and
simply. asking they how the guest found their business.
We are aligned with the Town of Vail's vision and goals, outlined below:
o Facilitate Vail's Redevelopment: We play an integral part in informing customers about
Vail's redevelopment. We have a representative at weekly construction mitigation meeting
for Vail Village, Lionshead and East Meadow Drive who communicates important
construction updates to the rest of the staff via email. We also have been asked by the TOV
to facilitate the construction host program throughout the spring and fall. This includes
hiring, training and staffing several key areas throughout Vail Village in order to assist
guests during this time of redevelopment. We also distribute the TOV's Celebrate and
Frontline newsletters as well as Vail Resorts New Dawn brochure that outline the
improvements that are being made throughout the town and resort in the Visitor Centers.
o Address Issues Proactively: The WCTB is committed to our partnership with the Town of
Vail and will explore every opportunity to address issues proactively. Recently, the hours of
the Visitor Centers were changed by the Visitor Center committee in an attempt to service
more customers later in the evening. We opened the Lionshead center one hour later and
stayed open one hour later (10am - 6pm). We tracked our visitor counts and compared
them to previous years and came to the conclusion that we are actually serving fewer
guests by the new hours. We brought this to the attention of the committee and they
approved a change to our original hours in Lionshead (gam - 5pm). We also proactively
sent out customer service and Vail merchant surveys in order to receive feedback on our
performance.
o Improve Local Economy: We have improved the local economy by booking 1,550 lodging
reservations, 1,891 room nights representing $302,210 in gross revenue at lodging
properties in Vail through the Visitor Centers in 2004.
o Add to Vail's appeal as a great place to live, work and play: We do this by cultivating a
work environment that attracts individuals who are passionate about Vail. This is obvious by
our employees' enthusiasm when showing visitors all that Vail has to offer as a year-round
resort. We encourage our employees to participate in the greater Vail community and live
the "dream" that is living and working and Vail. It's important not to lose sight of why we
chose to live here and why people come from all over the world to experience what we have
in our backyard. Hiking, golfing, skiing, snowboarding, kayaking, biking, four-wheeling, are
just a few of the activities that we suggest to our guests and participate in ourselves.
o Elevate community leadership: The WCTB approaches our commitment to fulfilling our
contract with the Town of Vail with creativity and innovation and strive to be the leaders in
the community and the industry in visitor information. Our original reservation system is well
beyond what other Visitor Center are able to offer their communities. We will set the
10
standard in customer service for Vail by continuing to earn the Platinum Service award,
- ~ which.-we-have been awarded since the-inception-of the program: See Appendix 5-for our
100% Platinum Service Score.
2. Fairness in Access, Representation
All Vail business licenses holders will be permitted to display their brochures in the Vail Village
and Lionshead Visitor Centers. Areas will be designated to each business segment, such as
-lod in ,
g g,,restaurants, activities: and service"s `Codging 6rochure:> are displayed in alphabetical
order. Brochures in other areas will be displayed by category. The Visitor Center staff will
make every effort to contact businesses when brochures are out or running low.
When offering suggestions on restaurants, activities, shopping, etc. it is our policy to first qualify
the guest to better understand what they are looking for, offer them more than one option and
let them decide which business best fits their needs. For example, if a guest was looking for a
restaurant, we would ask them what type of food they would like. If they said Mexican, we
would offer both Los Amigos and La Cantina as options.
3. Singular Customer Service Focus and Purpose
The WCTB is committed to focusing on the customer and fulfilling the stated purposed of the
Vail Visitor Ceriters, which is "to assist visitors with their questions and needs in a way that
provides a positive impression about Vail. Through delivery of exceptional customer service,
the interaction creates a welcoming environment where visitors feel comfortable exploring the
resort at their own pace -,whether it is a stroll through town for lunch; an intended or impromptu
activity,, an overnight stay, or an intent to return. As such, the operation will serve to further
Vail's reputation for resort excellence and contribute to the municipal goals of economic vitality
and prosperity for businesses in the Town of Vail".
Our expertise in fulfilling the. Visitor Center purpose is displayed by making a positive impression
about Vail in hiring the right staff that loves Vail and portrays this to customers.. We have:
created„ a welcoming environment in the Visitor Centers and' encourage guests. to make ; .
themselves comfortable and stay for as long as they like.. We make them feel free to ask us
:.
:. ,
.. ,. -
anything.- We understand that many people are looking for interesting thinnc to rtn ~~ v~~i n4Ficr
educating them on the history of Vail. This is designed to build enthusiasm for the town and the
resort and increase their intent to return a~aih in the future. - "
We will create our own brochures that answer many frequently asked questions, offer unique
information to guests and will promote the purpose of the Visitor Centers: They include
information on picnic locations, free activities, hiking, tennis, best picture taking spots, pet
friendly activities, parks, and riddle answers (Wall Street).
Vail Mountain has been ranked the number one ski resort in. North America, which sets the bar
very high for the rest of the community and especially the. Vail Visitor Centers. We recognize
that we need to further this reputation for excellence in what is many visitors first impression of
Vail. They need to be welcomed with open arms, no matter what type of guest they are, a
destination visitor, a day visitor from the Front Range or someone who is just driving through the
area. See Appendix 3 for our 100% Platinum Service Score.
In order to contribute to the municipal goals of economic vitality and prosperity for businesses in
the Town of Vail, we offer specific businesses as suggestions to guests' questions to encourage
guest visitation and spending. We also offer a very comprehensive lodging booking system that .
increases our efficiency and the quality information, rates and availability that we can offer
guests which leads them to stay the night instead of possibly staying elsewhere. We're
confident that without this type of system in place at the Visitor Centers, lodging referrals and
bookings would not be what they are today.
Our outstanding scores on the visitor survey that was conducted this past winter show our
commitment to the customer. The results listed include all responses (60). An original copy of
the results is available upon request.
12
How`v%rould you rate the Visitor Center in the following:cafegones? Please select a raf~ng 1 - 5
below...:'
The fopppeetentagein~dates total
respondent ratio: thebattomnur~r ~'~5, ` I w'~~:, r4'~5' ~"~I 31 ,(~ itG,' ,Iri'2~' ~i~~ ``~1' ~~t tJ/A
Excellent ~ Satisfactory ~ u ~` } ~ I Needs i ~ ~
~~
^
"~~
I~`}~
'~t' -~
representsa~cttEalnrtrn~rolrespondents
selecting the op6arr 4
~,
Y,
i
z ~'vrr, li - y' J~~#", ~ •. t ~~~Im~provamen
I~ ~.~! I''~' ~~ I(~~ ,. ~ Iil~'`~t s ~ ~~f `~
1. Information provided by staff was 70% ~ 23% 79'0 ,0% 0% 0°'0
helpful/useful 42 14 4 0 0 p
2. Customer Sernce
~
~
~
~
- 43 ~ 14 2' ~ 1 ~ ~ , .
3. Staffs Knowledge of Vail 58°~ 32% 7% 0% 0% 3%
35 19 4 I 0 0 2
~4. Appearance of Center
~
28 28 3 1, 0 1
Information provided by staff was helpfuUuseful:
• The woman at the Visitors Center was extremely helpful. We are planning to get rnarried in Vail in August and needed some
information to send out in our wedding packets. She was great)
• She gave good practical tips...even stepped out of the door to show specific areas asked about
• Pleasant stay
• Very Helpful and informative. Went above and beyond the call of duty
• The person that helped me was excellent
• Very friendly and helpful
• The visitors center was very cool. We had a very nice lady help us and R at all of the attractions in little papers
• The gentlerman from Iowa was exceptional-Mike I believe. The best customer service we've experienced in Vail
• ~ ' She booked our'room for us at a better rate than we could
• They were very helpful
Staff knowledge of Vail:
• .Got all of my questions answered!
• The lady was very knowledgeable
• He was able to answer in great detail all we wanted to know about Vail.
• Very experienced
Appearance of Center.
• Need restrooms
• Very neat and Gean. In fact, while we were browsing he was organizing.
• LOTS of materials, well displayed and available; love the disc with info
Staffs Knowledge of Vail
• It should have restrpoms. It's a long walk down to the bottom of the parking garage.
• Very attractive...open...bright...wRh a terrific view of the village!
• Very pretty ,
4. Efficiencies..
It was, requested by_ the.TOV for us to recommend cost saving options for,the Visitor Centers as:
part of'our.2002 contract: We offered up several'oetions that inch,tiPri the'rrsa ~f,,;,h,„+oe~~:.
during the shoulder seasons, which was ultimately approved. We were able to implement these
new hours within a matter of weeks. This change in hours saved $30,000 per year for the Town
of Vail.
We also take pride in our loyal staff. We have several agents who work with us every season,
which reduces our training time. Some of our seasonal staff also work as Community Hosts.
5. Accountability
We will be accountable for our actions and our commitments to the Town of Vail and the Vail
community. To make sure that we are meeting expectations in customer service, following
policies and providing the services outlined in the proposal, we will participate in secret shopper
evaluations and conduct surveys on our visitors and the Vail business community on our
performance. We recommend that the Town of Vail contract with an outside company who
would conduct mystery shopper evaluations at least twice per month per center. The criteria for
these shops should measure us in all of these areas and should be agreed upon by both the
Town of Vail and the WCTB. These results of the shops should go directly to the TOV. See
Part 3 for financial implications. In addition, we will continue to participate in the Platinum
Service Program, where we have earned the Platinum service award 3 years in a row. See
Appendix 3 for Platinum Service mystery shop criteria.
Business Survey: Surveys will be conducted via email and will be sent out twice per year
(Spring and Fall). The purpose of this survey is to measure our performance as it relates to
improving the economic vitality of the community and our service to the business community.
The results will 6e shared with the Town Council and will be included in our monthly reports.
See Appendix 2.
Visitor Survey: Ongoing customer satisfaction surveys will be conducted via email on guests
who have visited one of the centers. One of the purposes of a customer survey is to measure
our customer service levels. The results will be shared with the Town Council and will be
included in our monthly reports. See Appendix 1.
Monthly reports will be sent to Town Council and. Town Staff by the 15'h of each month. These
reports will include. detailed information on„the number of visitors that come through the centers
with a comparison to the previous year, number of'reservations booked and at what property, an
overview of other Visitor Center progress and pertinent information. Visitor Center reservation
. f 14
reports are also available online and can be accessed anytime at
www.vailonsale.com/visitorcenter report php.
6. Adaptability to Changing Circumstances
As proven in our past experiences operating the Visitor Centers, we are willing and able to
adjust to the changing circumstances that come our way. For example, we were instructed by
the Visitor Center Committee to extend the operating hours of t:he Visitor Centers. We made
suggestions on
how we can do this without increasing expenses to the Town o~F Vail. We realize the Vail is in
the midst of lots of change and that there may be an opportunity to assist in the design of a new
visitor center and possibly operate the Vail Village Visitor Center only. We welcome the
opportunity to work with the Town of Vail and offer our experience in visitor information to
ensure that, our community does what is best for businesses and the guest in the future.
PART 2: PROPOSED BUSINESS PLAN (3 Y-EAR)
This proposed business plan incorporates a detailed list of services that will be provided, staffing
levels for both options, hiring and training philosophies, expectation:> of staff, policies and
procedures, management structure, steps for obtaining and sustaining extraordinary customer
service, and how this proposal satisfies the town's six stated goals.
The below staffing levels include two options, operating both the Vail Village and Lionshead Visitor
Centers and the Vail Village center only. The services outlined will k~e offered for both options.
15
Staffing Levels
Option 1: Two locations effective October 1, 2005 (Vail Village 8 Lionshead)
The staffing levels outlined below include one person at each center during the stated hours of
operation throughout the winter, spring and fall. During our busiest season, summer, there are 2
agents per center in order to accommodate the 300 or more visitors that come through each center
a day.
Option 1: Vail Village &Lionshead Staff/Day Hours/Day Days/Month Sfaff Hours/Month Hours of Operation
January 2 8 31 496 gam - 5pm W/LH
February 2 8 28 448 gam - 5pm W/LH
March 2 8 31 496 gam-SpmVV/I,H
April (until mtn close) 2 8 23 228 gam - 5pm W/LH
Late April 2 8 7 120 10am -Spm W/1 pm - 6pm LH
May 2 5 31 310 10am -Spm W/1 pm - 6pm LH
Early June 2 5 7 70 10am -Spm W/1 pm - 6pm LH
Mld June 2 8 14 224 gam -Spm W/LH
Late June 4 8 7 224 gam -Spm W/LH
July 4 8 31 992 gam -Spm W/LH
August 4 8 31 992 gam-8pm VV/LH
Early Sept 4 8 7 224 gam -Spm W/LH
Mld Sept 2 8 13 208 gam -Spm W/LH
Late Sept 2 5 10 100 10am -Spm W/1 pm - 6pm LH
October 2 5 31 426 10am -Spm W/1 pm - 6pm LH
Nov. (until mtn opens) 2 5 23 230 10am -Spm W/1 pm - 6pm LH
Late Nov. 2 8 7 112 gam -Spm WlLH
December 2 8 31 352 gam -Spm W/LH
Totals 365 6252
16
Option 2: One location effective October 1, 2005 (Vail Village)
In the situation that Lionshead Visitor Center would be closed, we recommend the below hours of
operation and staffing. This scenario would reinstate the Vail Village Visitor Center to regular
season hours throughout the shoulder seasons and would increase staffing during busy times in
order to accommodate an increase in visitors due to the reduction in facilities and considering that
in an average year about 40,000 guests would visit the Lionshead booth.
Option 2: Vail Village Only Staff/Day Hours/Day Days/Month Staff Hours/Month Hours of Operation
January 1.5 8 31 372 gam - 5pm
February 1.5 8 ~ 28 336 gam - 5pm
March 2.3 8 31 570 gam- 5pm
April 1 8 30 240 gam -Spm
May 1 8 31 248 gam -Spm
Early-Mid June 1 8 21 168 gam -Spm
Late June 2 8 7 112 gam - Spm
July 2.3 8 31 570 gam -Spm
August 2.3 8 31 570
gam -Spm
Early Sept 2 8 7 112 gam -Spm
Mld -Late Sept 1 8 23 184 gam -Spm
October 1 8 31 248 gam -Spm
November 1 8 31 248 9am -Spm
December 1 8 24 192 gam -Spm
Late December 2 8 7 112 9am -Spm
Totals 356 4282
Training T 8 7 56
Total 4338
47
The staffing for January and February would include one person each day plus apart -time
agent who would work 4-hours per day during our peak times. March, July and August also
include apart-time agent (4 hours per day during peak times) in addition to two full-time agents.
Description of services to be provided (both options)
Collect and dispense information relating to all current and future events and activities in
the Town of Vail:
We will accept brochures for distribution and hang posters for events based on the policies
outlined by the Town of Vail. These policies apply to both Visitor Centers and the atrium on the
North entrance of the Vail Village center. Event information will be pulled from the
www.thinkvail.com calendar provided by the WCTB and updated by individual event producers.
Calendar will be printed and displayed on a daily basis in both Visitor Centers. Staff will
educate themselves on events by visiting the event's web site to obtain detailed information.
Collect and dispense information regarding the physical layout of Vail and provide
personalized assistance with way-finding, directions and other visitor orientation needs:
The materials currently being use in the Visitor Centers are the Vail Walking Map, Vail Valley
Visitors Map (upon request), and Construction maps (provided by the TOV). When showing a
guest how to find their way around Vail, our staff will always show them directions on a map.
We highlight their route, whether driving or walking to their destination, suggest the Town of Vail
transit when appropriate, and interesting stops along the way.
Dispense information and provide for the free display of materials and brochures from
any and all Town of Vail businesses, including attractions, lodges, shops and restaurants
in accordance with the policy stated in the RFP.
We will display and dispense brochures based on the policy outlined by the Town of Vail.
These policies apply to both Visitor Centers and the atrium on the North entrance of the Vail
Village center. Brochures are displayed according to segment such as activities, restaurants,
lodging and services. When brochures are dropped off for distribution, the Visitor Center
Manager must approve them before they are displayed. If there is ever a brochure that is not
described by the brochure policy, we will consult with the TOV staff before displaying it.
Provide on-site access for lodging and activity bookings via computer and courtesy
phones in accordance with Vail-Only/Vail-First policies.
As operator of the Visitor Centers, we will continue to utilize the reservation software that is
provided and created by the. Vail Valley Chamber & Tourism Bureau. This system (A.K.A.
VailonSale.com) allows the visitor center staff and guests to access rates and inventory from
18
Vail properties for tonight and the next seven nights. This unique system was designed
specifically for booking reservations in the Visitor Centers and will assist visitors in finding their
ideal accommodation based on their needs and price range. Lodging properties administer
their own property descriptions, rates and availability on-line. Aself-service station with a
computer terminal, Internet access and a courtesy phone will bc; provided at both Visitor
Centers. In the interest of maintaining our level of customer service our staff will continue to
assist guests in booking lodging and activity reservations when requested. No commissions will
be accepted. Lodging reservations through the Visitor Centers will be available to all Vail
properties. If a guest specifically requests a lodging property that is not located within the Town
of Vail, they will be directed to the courtesy phone in order to make their own arrangements in
accordance with the Town of Vail's Vail-Only lodging policy.
,Provide on-site facilitation of complaints or problems related to the Vail/Lionshead
parking structures via distribution of discretionary coupons.
In an effort to facilitate complaints or problems related to the Vail and Lionshead Parking
structures, the Visitor Centers will have an option to distribute .discretionary coupons to guests
when necessary. Agents should make every effort to first resolve the problem in satisfactory
way for the guests without having to issue a coupon. To insure the coupons are properly being
used, they will only be given out by the Visitor Center Manager (Mike) or the Director of Visitor
Services (Katie). When a coupon is issued, a Discretionary Parking Coupon Form (See
Appendix 4) must be completed. The following information must be included: name, date the
problem occurred, date coupon was issued, where the guest was parked, the coupon number,
guest's phone number and a detailed description of the problem the guest had. The agent
should also include any other ways they attempted to resolve the problem before issuing the
coupon. Both the employee and guests must sign the completed form. The Discretionary
Parking Coupon Form should be immediately turned into the Visitor Center Manager to be
reviewed and filed. The Visitor Center Manager will reconcile all issued coupons by matching
their number with the corresponding form. The number of coupons handed out will be reported
in our monthly reports to the TOV.
Collect and dispense information to promote Vail's resort offerings, including the
commercial business districts (Vail Village, Lionshead, West Vail), Vail Mountain, the
transit system, recreational trails and paths, Ford Park, Colorado Ski Museum, Vail Golf
Club, Vail` Library and all other amenities within the resort.
Each day. we update boards that display information on the daily snow conditions and ski, resort,
road conditions of the,major travel routes that guests at Vail often use. Guests will be provided.
with information, directions, and brochures when available for services provided at the .Vail'
. 19
_. ' ..
Library, Vail Golf Club, the Nature Center, Betty Ford Alpine Garden, Ford Amphitheater, as well
as local trail and recreational opportunities. Schedules and assistance for the transit system are
also offered in the Visitor Centers.
Collect and dispense information and services to encourage and facilitate visitation
during Vail's revitalization.
During Vail's Billion Dollar Renewal, we will field many questions about the impacts of the
projects happening in the Town of Vail. In responding to these questions, we highlight the
excitement of Vail's Billion Dollar renewal, inviting the guests to celebrate with us. We are sure
to tell them about the many festivals, events, and music happenings throughout the town. We
invite guests to take part in activities such as the Kidstruction Zone, skiing, biking, kayaking,
hiking, and cross country skiing, just to name a few.
We will utilize the Visitor Centers to be a resource of Vail's Billion Dollar Renewal for visitors
and locals alike. To stay on top of the latest development, besides web resources and email
updates, the Visitor Center Manager attends the weekly East Meadow Drive, Lionshead, and
Vail Village construction meetings. Our manager reports back to the rest of the staff via email
on the important aspects of the construction projects that our guests need to be aware of.
For visitors, we provide informational brochures such as Celebrate and Vail's New Dawn. In our
interactions, we not only make sure the visitor knows that Vail is open for business but also
suggest great shops and restaurants and instruct them on the easiest way to get there.
As a resource for locals and businesses, we work to provide the information they need to assist
their customers by having the Front Line brochure on hand and/or delivering when we are able, .
by letting them know how they can access the information, and by relaying any new or updated
information when necessary.
Maps of the village areas that are affected have been provided by the TOV, which we distribute
to out guests. We are also constantly checking the new web site, www.renewvail.com for
updated information.
Provide for the sale of Vail manhole covers products and other merchandise that serves
to complement the purpose of the center.
At the request of the Town. of Vail, the Vail Visitor Centers will. sell Vail manhole cover products.
We will ~accepf cash and credit cards for purchases. Our point of sale system will track the
inventory and #ransactions of these items. Postcard, posters and other merchandise will also be
_; 20
sold to serve as souvenirs and may reinforce the guest's intent t~o return in the future. Other
merchandise that does not serve this purpose and competes with other retail shops within the
TOV will not be sold. We also sell some items that will allow guE:sts to explore the resort at their
own pace, such at hiking guidebooks.
Provide wheel chairs in accordance with the Wheel Chair Policy.
The current Visitor Center staff wrote the current wheel chair policy and they will continue to
follow it. Please refer to the wheelchair policy listed on page 27.
Provide visitor center services to businesses located in the TOV in an equal and non-
discriminatoryfashion.
When giving referrals to Visitors, we always offer up to three businesses that will meet the
guests' needs. In doing this, we also give different suggestions each time to insure the each
business is receiving an equal number of referrals without sacrificing service to customers:
Example: If someone asks for a t-shirt store, we tell them about Charlie's, Vail T-shirt Company,
and Vail Resortwear.
Process the fulfillment of visitor information requests in a timely and customer-friendly
fashion to maximize impact on the potential customer.
Potential customers often call the Visitor Centers and request brochures and guides to be sent
to them in the mail. We send the best guides and brochures that meet the guest's requests as
well as send them out in a timely manner. Brochures are usually received by potential guests
within 5 - 7 days of their request.
1
Maintain staffing and hours of operation as follows:
• Winter season, 8 hours per day per center
Summer season, 11 hours per day per center
• Spring ~ Falb season, up to 6 hours per day per center with overlapping hours
maintaining a 10am to 6pm combined operation.
Our hours of operation are based on the town recommendation, past visitor counts and our
experience operating the Visitor Centers for many years. See Part 3 for staffing model.
Option 1
Season Time Frame VV Hours LH Hours
Winter Day before Thanksgiving through last day of ski season gam - 5pm gam - 5pm
Spring Day after last day of the season -first week in June 1 C~ am - Spm 1 pm - 6pm
Late Spring Second week and third week in June gam - 5pm gam - 5pm
Summer Week before 4 of July -Labor Day gam -Spm gam - Spm
Earty Fall Day after Labor Day- Third week.in September gam - 5pm gam -Spm
Fall FouRh week in Sept - 2 days before Thanksgiving 1 C am -Spm 1 pm - 6pm
Option 2
21'
Season Time Frame W Hours
wintec_ . .. Day before Thanksgiving hrough last day of ski season . . gam - Spm
Spring Day after last day of the season -first week in June gam -Spm
Late Spring Sewnd week and third week in June gam -Spm
Summer Week before 4 of July -Labor Day gam -Spm
Earty Fall Day after Labor Day -Third week in September gam -Spm
Fall Fourth week in Sept - 2 days before Thanksgiving gam - Spm
Maximize access #o Visitor Information on a 24/7 basis
We do this by providing a brochure rack stocked with maps and general information brochures
in the atrium on the North side of the Vail Village Visitor Center. This area is open and available
to the public 24/7. We have also provided an electronic self-service kiosk, which will allows
guests to view available lodging inventory and to book last minute lodging reservations 24 hours
a day, 7 days a week:
Maximize opportunities to collect visitor contact information for performance measures
Visitors will be asked to submit their email address to be emailed a survey once they return
home from their visit to Vail. In order to entice customer participation, we will draw one name
from our list of respondents and give them free lodging in Vail. These complementary room
nights will be provided and administered by the WCTB. We will also give guests the
opportunity to fill out. a customer survey on the spot if they would prefer.
Ticket Sales
Occasionally event organizers will contact us to sell tickets in the Visitor Centers. If the event is
held in the Town of Vail, we will sell event tickets as a service for the community and visitors. In
doing this, we charge a small handling fee: This handling fee is charged to cover costs
occurred; such as missing tickets, and rarely results in a profit to the Visitor Centers.
After receiving the tickets for the event organizers, we put a small number of them in each
Visitor Center. We create a form to keep track of each ticket sold, the date it was sold, amount
of money collected, and the agent that handled the sale. The Visitor Center Manager collects
the money every few days. The day of the event, the tickets. are pulled from the Visitor Centers,
counted and reconciled. AIP remaining #ickets arid money received are given to the event
organizers. Profits from ticket sales wil4.offset the expenses.of operating the Visitor Centers.
See Part 3 for a breakdown of income and expenses:.. Ticket sales are included with
merchandise sales:. , , ~..
22
Merchandise Sales:
The Visitor Centers will have small retail items available for sales to guests to help market the
Town of Vail. Having these items available allow visitors to get last minutes things such as
postcards or magnets when they don't have the opportunity to go into Lionshead or Vail Village.
Things that are available include postcards, stamps, posters, bookmarks, magnets, playing
cards, note cards, Internet access, etc. All of these products arcs specific to the Town of Vail.
When sold, they are processed through our Point of Sale systern, which is totaled and
deposited at the end of each day. Profits from merchandise sales will offset the expenses of
operating the Visitor Centers. See Part 3 for a breakdown of income and expenses.
Staff Recruitment, Hiring and Training (both opltions)
Recruitment
We understand the value to customer service of retaining staff from one season to the next. We
provide an enjoyable, professional atmosphere for Visitor Center Agents to work, which has
allowed the WCTB to maintain the same staff for many years. ~Ne also take the opportunity
when possible, to hire staff from the Community Host program. These hosts already posses the
knowledge and desire to provide exceptional customer service and a love for Vail.
Hiring
In hiring new employees, the two overarching qualifications that'we look for in candidates are
well-developed customer service skills and an indisputable love ifor Vail. Specific qualifications
are listed below.
• Positive, friendly and enthusiastic attitude
• Excellent communication skills; the ability to communicate in a clear, efficient manner and the willingness
listen.
• Patient and diplomatic
• Resourceful and creative
• Enjoys problems solving
• Ability to Multi-task
• Interested in taking the initiative to stay updated on current events and community happenings
• Multi-lingual ability beneficial
• Familiarity with the Vail beneficial
• Must possess desire to become a greater part of the Vail community
~ Must be a team player with a good sense of humor
• Have Fun!
Expectations of Staff:
We train our staff information that we know is consistently requested by guests in the Visitor
Centers: We would never expect our employees to know all the answers, but will provide them
23
with the resources to find information on just about everything Vail has to offer. These
resources include the many brochures and guides that are displayed in the Visitor Centers,
other individuals and business in the community such as the Vail Activities Desk, and various
Internet web sites including wwww.vailvalleyconcierQe com, which is updated and maintained by
the WCTB. It is rare that we would not be able to find the answer to any question a guest might
pose with these resources in place. We will always call individual business to find out more
information when necessary.
When offering information to a guest, always recommend a specific business when possible. It
is important to make efforts to refer guests to different businesses and rotate these
recommendations in order to spread the referrals around. We are experimenting with a tracking
mechanism that will allow us to tally how many times we are referring guests to different
businesses. This tracking will be used to understand where we are sending people and to
recognize what areas or businesess may need a little more attention.
Our Visitor Center staff is expected to greet guests as soon as possible when they enter the
Visitor Center. They should always smile, make eye contact, be enthusiastic and ask how we
can help. The recommended greeting is "Good morning (or afternoon). How may I help you
today?" If a guest is "just looking", check back with them in five minutes and see if any
questions have arisen. We answer the phone in the following manner: "Good
Morning/Afternoon. Thank you for calling Vail information. This is Mike. How may I help you?".
Agents are expected to receive a score of 85% or higher on their mystery shop evaluations.
Evaluations will be discussed with the VC manager in order to address area for improvement.
It is necessary to highlight positive aspects of Billion Dollar Renewal, not inconveniences. Staff
should survey the village areas in order to fully understand the impact of the current projects
and give accurate information to guests. It is also required to keep up on construction literature
and weekly construction updates.
` Overall expectations of Visitor Center Staff:
• Maintain conscientious work pertormance and promote the hospitality offered by Vail with courteous, friendly and
professional service.
• Understand and follow the documented policies and procedures of the VaiF Visitor Centers
• Maintain thorough working knowledge of the computer system and reservation procedures.
• Maintain thorough working knowledge of all ;properties and activities offered,through the Visitor Centers.
24
• Greet and then assist guests by providing information regarding directions, area facilities, attractions, and events,
shopping, and dining.
• Make lodging referrals for visitors seeking an overnight stay in the Valley.
• Assist visitors in making local activity and transportation reservations.
• Answer telephones inquiries and then fulfill requests for additional informational materials via mail.
• Maintain brochure inventory. Restock as needed. Call Vail businesses ~n~hen their supply is low.
• Sell retail inventory and event tickets.
• Attend familiarization trips with lodging and activity companies to become more knowledgeable of services
available to guests.
• Attend staff meetings, read local newspapers, and stay updated on community information, events, and activities.
• Maintain physical appearance of the Visitor Centers with simple, routine cleaning
• Attend scheduled after-hours site tours.
Training Schedule:
Day 1: Tour of Vail Village and Lionshead Visitor Centers; Overview of policies and
procedures; Overview of job duties and expectations.
Day 2: Introduction to resources for information, Overview of Va~il's Billion Dollar Renewal
projects; Walking tour of Vail Village, East Meadow Drive, Lionshead, Golden Peak/Ford Park;
Discuss policies and procedures with Visitor Center Manager.
Day 3: Overview of Point of Sale system/retail merchandise; Overview of lodging. booking
system; Overview of other computer applications; Discussion of our customer service
expectations and. philosophy.
Day 4 Shadow experienced Visitor Center Agent; Site tours of lodging properties
Day 5: Shadow experienced Visitor Center Agent; Take Visitor Center Agents Test; Site Tour
of lodging properties.
Day 6: Interact with guests while supervised by experienced Visitor Center Agent; Overview of
Lodging/Activity Referral System, and Follow up on missed test ainswers.
Day 7: Supervised interactions with Guests.
Day 8: Work in the Visitor Center on their own.
Important Policies and Procedures include the following:
Dress code: Clothes should be clean, neatly pressed; no jeans, Except on Fridays; Appropriate
footwear; No hats; No revealing attire; Shorts o~ pants should not be excessively baggy; Good
grooming, and hygiene; Collared-shirts forinen, women can'wear fiormaF t-shirts.
_,
25:,
Employee handbook: The WCTB employee handbook consists of our mission, vision and
values, employment policies, compensation policies and paid time off, company rules and
regulations, leaves of absence and benefits.
Vail First Policy: When offering information to guests, it is imperative that the following policy if
followed: "It is the policy of the Vail Visitor Information Centers to first and foremost offer visitors
information on the amenities offered within the Town of Vail. These amenities include lodging
restaurants, businesses and services. If the guest's request does not exist within the Town of
Vail, a comparable amenity with in the Town of Vail should be offered. It this still does not
accommodate the guest's needs, it is appropriate to offer a business within the Vail Valley but
not within the Town of Vail in order to display excellent customer service. It is acceptable to
offer guests activities that are not located within the Town of Vail when no other Vail-based
options are available."
Visitor Counts: While working in the Visitor Centers it is important for us to gauge how many
people are going through the centers. Each agent must try their best to put a hash mark on the
"Visitor Count" sheet for every guest who comes through the center in the appropriate time slot.
At the end of each day, total up the visitor count and enter in the bottom of that day's column.
Also include the conditions of the day. For example, not if the pass was closed, if the parking
structure were full, etc.
Wheel chair policy: For the convenience and safety of the guests visiting Vail, both the Vail &
Lionshead Visitor Centers have a wheel chair available. There are for day use on a
complimentary basis and are to be returned before the Visitor Centers close for the day. All
guests using the wheelchair must first fill out a checkout form. They should include their name,
address, contact information and a credit card number in case the wheelchair is not returned or
returned damaged. If the guest is unable to return the wheel chair before the Visitor Center
closes, such as during the shortened off-season hours, the Visitor Center agent should make
arrangements for the wheelchair to be dropped off at the designated alternative location: La
Cantina Restaurant located on the second level of the Village Parking Structure. The restaurant
should be contacted in advance to set up a return time.
Cash Drawer Policies and Procedures:. Each employee is responsible at the beginning and
end of each shift to balance out the cash drawer. A total of $100 begins each day and sales are
,. .' 26
tallied in the Point of Safe system. The petty cash balance should always remain at $100.
Small bills and coins should be kept for emergencies and to make change.
Lodging Reservations: Accommodations within the Town of Vail only will be offered and/or
booked in the Visitor Centers. The following policy must be folUowed: "The Vail Visitor
Information Center lodging policy is to facilitate information on I'odging located within the Town
of Vail. if the guest specifically requests information on lodgings outside the Town of Vail, the
Visitor Center staff will direct the guest fo a courtesy phone where the visitor can make the
necessary arrangements on their own. Similarly, visitor services agents may facilitate bookings
for activities located within the Town of Vail. Guest activities that are not based within the Town
of Vail may also be facilitated. As of October 1St 2005, commissions on lodging and acfivity
booked from the Vai/ Visitor Information Centers will be discontinued",
When a guest is interested in lodging, they may book their reservation on their own at the self-
service computer station, via the provided courtesy phone or an agent may assist them. When
helping a guest find appropriate lodging, please qualify the guest by gaining all information
possible about the type of accommodations they would like. Their preferences in location, type
(hotel or condo), types of amenities (pool, restaurant, etc), price range, number of people in the
party and how many nights they-will be staying should be obtainE:d. The following website and
booking system will be used to book reservations in the Visitor Centers:
w-nrw.vailonsale.com/vail phq. If a guest is not ready to commit to a confirmed reservation, a
referral form may be filled out and given to the guest. This form will have the names of the
properties; unit types and rates at were offered to them. If they do decide to stay at one of the
recommended accommodations, then they can. present the form to the front desk in order to
receive the quoted rate if the uni# is still available. Specific information on procedures and
policies for booking reservations are provided to agents.
Policies on familiarization tours: Agents are encouraged to familiarize themselves with the
products and services that are promoted through the Visitor Centers. If property tours are
scheduled outside of the normal workday, the agent will be paid for their time.
Performance evaluations: Evaluations will take place after the initial 90-day trial period and
then annually by the Visitor Center Manager. Periodically, the manager will meet with
employees and di§cuss their performance and mystery shop evaluations.
:.
_.. ,
27
Incentives: Employees must not let gifts or favors influence their interaction with any person or
organization. This includes incentives to sell particular vendor's services or product.
Employees of the Visitor Centers may not participate in vendor contests that would have
influence.over information provided to the visitor.
Our incentive plan rewards agents for exemplary service on a tiered basis. Incentives will be
based on their mystery shop scores. Scores between 90 - 94 will receive $50 per month, 95 -
99 will receive $75 and perfect scores of 100% will receive $100.
Policies on breaks and requested time off: Time off requests should be made in writing to
the manager in advance. Every effort will be made to accommodate these requests but it is not
guaranteed. Time off may be taken any time of the year, but they but be scheduled to avoid
conflicts with other employees' vacations and with busy periods of the year. The employee's
supervisor must approve planned vacation for one week or more, at least 30 days prior to the
anticipated vacation. Coordinate breaks and lunches so that there is always someone watching
the desk. If working in Lionshead by yourself, it is acceptable to temporarily close the center for
a short period of time to use the restroom. Please post a sign that indicates this on the door. If
two employees are scheduled at the Lionshead center, it should never close.
Management Structure
Our management structure consists of a Visitor Center Manager (Mike Griffin) whose job
expectations include the following: All Visitor Services Agents report directly to the Manager.
• Be the leader of the department -Coach, Motivate, Assist Visitor Center staff.
• Be contact person for the staff for questions.
• Manage staff- assist at desk when busy, insure they are answering the guests' questions correctly and
maintaining customer service levels,
• Keep the staff busy when not helping customers -seek out ongoing projects
• Speak with staff on issues as they arise.
• Check that staff is using the daily checklist for their duties.
• Hire new staff -determine the proper staffing needs/budgets
• Train all new staff members on VC operations.
• Give staff reviews/evaluations
• Discuss secret shopping reports with staff members
• Schedule and attend site tours.
• Take the initiative to change anything within the centers as need.be.
• If not working at the desk, spend time in both Vail Village and Lionshead centers each day.
28
• Be emergency contact person for the following, even on days off: Someone calls in sick and booth is not
covered, Staff has to leave early (emergency) and booth is.not covered, Something not working in the
booths.
• Create Staff Schedule: Needs to be out no less that two weeks prior to start
• Be aware and looking out for any employee that might be entering are overtime situation.
• Organize and hold staff meetings (monthly)
• Entice local merchants to give presentations at the meeting or host rrieeting at their establishment.
• Insure that both booths are open in full operation
• Maintain the cleanliness of the centers
• Make sure time clock is working. Take care of time clock adjustments
• POS system -make sure it is working and that the staff understands program. Correct programs errors that
have occurred.
• Office equipment -make sure all is working properly (computers, fax machines, copier). If something is not
working contact the proper people to have them fixed/replaced.
• Be the contact for TOV for any maintenance that is necessary.
• Be the point person for repairs, changes, etc. to phone boards outsides of Visitor Centers.
• Staff communication -get staff set up on email and communicate with them on a regular basis.
• Maintain relationships with merchants and lodges
The Visitor Center Manager reports to the Director of Visitor Services (Katie Barnes), which is
fulfilled part time (20 hours per week) and expectations include the following:
• Oversee all operations and budget of Visitor Centers.
• Manage and evaluate Visitor Center Manager
• Coach/MotivatefAssistvisitor Services Team
• Improve efficiencies of staff and operations.
• Assume all Visitor Center Manager duties. when manager is absent.
• Set Visitor Center Budget
• Have all policies and procedures documented
• Streamline lodging referral process through lodging booking system
• Maintain relationships with merchants and lodges '
• Maintain communication and relationship with Town of Vail
• Report Visitor Center progress every month to Town Council
• Administer visitor survey on an ongoing basis.
• Administer Vail merchant survey twice per year
• Ensure our fulfillment of the TOV contract
• Ensure,that any TOV lodging property that would like to participate in Visitor Center reservation is trained on
booking., system.
• Manage self,service kiosk and develop ways to increase its use and productivity
• Always thinking of new ways to better serve the customer and'_the community '
,; , . ;
;. ;; ,
Process for collection of Performance Measurement Data (both options)
Mystery Shop Evaluations: We suggest that the Town of Vail independently conduct mystery
shops on our staff monthly in order to evaluate us on our conforming to Vail OnlyNail First
policies and our levels of customer service. We will guide the TOV in this process but ultimately
we would like the process managed by them in order for the evaluations to be objective.
Evaluations will go directly to the TOV and will be shared with the WCTB in order to use as a
performance measure and incentives for staff.
Visitor Survey
Visitors are asked to submit their email address in order for us email them a survey once they
return home from their visit to Vail. In order to entice customer participation, we will draw one
name from our list of respondents per season and give them free lodging in Vail. These
complementary room nights will be provided and administered by the WCTB. We will also give
guests the opportunity to fill out a customer survey on the spot if they would prefer. Results in
full will be shared with the Vail Town Council and staff. See Appendix 1.
Business Survey
A survey of Vail businesses will be conducted twice per year that will measure us on the extent
to which we provide services in an equal and non-discriminatory fashion, do we serve to assist
the viability of the community and their individual business and our customer service. See
Appendix 2 for an example of our survey. Surveys will be emailed to all Vail businesses using a
survey tool that will track responses and manage results. Results in full will be shared with the
Vail Town Council and staff.
Steps for Achieving Extraordinary Customer Service (both options)
We feel that we are ambassadors to Vail and approach our role as operator of the Visitor
Centers with this in mind. There are definitely many specific things that are expected of the
operators of the Visitor Centers, which are all outlined in the proposal. By doing all of these
things with a smile and a friendly attitude we will inherently be. providing good customer service.
We don't think that is enough. We define extraordinary customer service as going above and
beyond the customer's expectations. There are certain things that we will train our staff to do in
order to achieve this but ultimately we will achieve extraordinary service by instilling a culture of
doing whatever it takes to help the guest get what they need. In some cases this meant helping
30
a guest find their car in the parking structure and even giving them a jump start, assisting a
guest find-a warm~place to keep his horse for- the night -when Vail-Pass was closed, helping a.
worried mother find her son who was separated from her during their day of skiing, finding a
dentist who could see a guest with a chipped tooth on short notice, calling the Salvation Army
for a homeless person who couldn't afford a place to stay.
How.obtaned-and sustained:
Hiring and retaining the right staff that instills this sort of attitude and dedication to service and
extensive training can obtain this level of customer service. It is :sustained by ongoing training,
quizzes on important Vail information, Mystery Shop evaluations (scores and review with
manager), performance evaluations, customer service incentives, praising situations where our
staff has gone above and beyond the call of duty. We also require our staff to take a quiz on
information we think is detrimental to giving out effective information in the Visitor Centers. See
Appendix 5. For more detail on training and staff expectations, see Staff Recruitment, Hiring
and Training section.
Customer Service Expectations of Staff:
We are very specific on how we train how we train or staff to approach guests. When a guest
walks in to the Visitor Center, they should be greeted as soon as possible, always smile, make
eye contact and;greet,the guest in an enthusiastic way. Agents should.. make every effort to
suggest specific Vail businesses and be sure not to recommend the same business two time in
a row, unless it is the only business that fits the guest's needs. I~F a guest indicates they are
"just looking", the agent should check back with them to see if they have though of any
questions in about five minutes.
How this :proposal satisfies the town's six stated goals (both options)
In summary, this proposal satisfies the town's six stated goals in many ways..
Business Decision .Focus
The Visitor Centers will maintain a focus op the business community by improving the local
economy when, referring specific .business to visitors and booking lodging, reservations..We will
,, _
_ use.our experience and data to help make important decision m the;future of.the Visitor Centers
and improve the perceived value of tfie -Visitor Center of the-tiusiriess community by offering
.-
ways merchants can track businesses senfto them by the Visitors Centers. Our operations are`
aligned with the TOV's vision and goals which is shown by our efforts to facilitate Vail's
'31 ,
redevelopment, address issues proactively, improve the local economy, add to Vail's appeal as
a great place to live, work and play, and elevate community leadership.
Fairness in Access, Representation
Equal representation will be focused on the Visitor Centers by fairly displaying brochures and
rotating business referrals to guests when possible while still meeting the guests' needs.
Singular Customer Service. Focus and Purpose
By having the right Visitor Center staff in place, we will fulfill the stated purpose of the Visitor
Center by making a positive impression of Vail, furthering Vail's reputation for excellence, and
encouraging guest visitation and spending. We will focus our efforts on improving the visitors
experience by offering unique activities that will support the Visitor Center purpose and will offer
the best last minute lodging deals around in order to contribute to the municipal goals of
economic vitality and prosperity for the businesses in the TOV.
Efficiencies
The proposal eliminates the duplication of services. by selling manhole cover products and
mitigating parking problems in the Visitor Centers. We are also efficient because we have a
track record of maintaining a loyal staff that needs little retraining each season. We will also
use our expertise when for staffing and determining our hours of operation so that there is no
time or expense wasted on trial and error.
Accountability
This proposal satisfies the TOV's goal of holding .the Visitor Center operator accountable for
their actions. We will do this by conducting mystery shop evaluations that will ensure that we
are abiding by the TOV's policies and that we are maintain extraordinary levels of customer
service. We will also survey our customers to ensure we are meeting and exceeding their
expectations.
Adaptability to Changing Circumstances
This proposal offers 2 options for operating one or both Visitor Centers and we are prepared to
implement either option with short notice. Our flexibility has been proven when reacting to the
Visitor Centers changing hours of operation.
PART 3: PROPOSED COSTS
The amounts listed below include the costs to implement the proposed three-year business plan
and accomplish, the scope of work in this proposal. It includes staff coverage at each Visitor
Center during the hours outlined in Part 2.. It does-not include programs that.were previously
managed 6y Elie Visitor Center staff such as tfi'e Vail Concierge Nights; Community Host
32
Program, Construction Host Program, and the Stranded Motorist Program. All equipment
ineludingcomputers, time clocks,-fax machines; telephones; and~furniture has 6een~p~ovided by
and is the property of the WCTB.
The costs for the second and third years include a 2.5% inflation increase.
Option 1: Two .locations (Vail Village & Lionshead)
Income First Year Second Year Third Year Explanation
TOV Contrail 185,000 189,625 194,366 Annual TOV Contract Amount
Merchandise Sales
12,000
12,300
1;?,608 Amount expected to sell in
merchandise, ticket sales service
fees & vending
Totallncome 197,000 201,925 206,974
Expenses First Year Second Year Third Year Explanation
Salary/Wages 111,787 114,582 11'7,446 Cost of Staff & Management
Incentives 3,500 3,500 3,500. See page 27 for Incentive Program
Payroll Taxes _ ., 10,953 11,227 11,507 "'~
Employee Benefits 6,765 6 ,934 Benefits costs for full time year-round
6,600 staff including medical and dental
Cost of using reservation-booking,.
Reservation, Booking Fees 10,250 10,50( systemto supplement loss of.
commissions (3%}. -Fees go directly
` `'
10,000 ' .,
to Ecomshare lnc.
Educational"Opportunities b00 500 ManagemenUCustomerwrvice
500 seminars
Phone :
1.,281
1
313 Basic local. and long distance phone
1,250 , costs.
Postage. -
_
< ..
1,500- 1.;538 ` 1,576" Cost of sending brochures to guests
_.
Operating Supplies `. 1,500 1,500 1,500". Basic offce and bath[oom supplies
,.
leased Equipment &
Maintenance:
1,000: 1,025 ~ 1,050 - Copy Machine (located in Vail Village)
,
Uniforms
1,000 ,
1,000
1,O~S0 .
Name tags and fleece vests
Merchandise
.: __
_ 7 110 7,288 7,470 Post cards, posters, puzzles, etc.
_ _
Sales Tax
1,025.
1
050 We build the sales tax in to the
1,000 , amount of item and deduct.
Cleanin
g
5,750
6,000 Cost of cleaning centers, rest room
5,500 and window washing twice per year.
Professional Fees 600 615 630 Platinum Service Program
Entertainment 500 500 500 Staff prizes and meetings
Recruiting 700 780 869 Cost of recruiting new staff
Allocated Expenses:
Allocated Salary & related 21,055 21,581 22,120 Accounting, HR, IT& Office Mgmt
staff -12%
.Allocated
1,274
1, 306
1
338 Company stationary, copy paper,
StationarylSupplies , shared supplies
Allocated. Website,
4,680
4,797
4
917 Website hosting maintenance, Phone
Voicemail System ,Phone , system maintenance
Allocated Insurance,
1,391
1,426
1
461 Workers' Comp, D&O, Gen'I liability
Personal Property Tax , insurance; Personal property tax
Allocated Depreciation 3,600 3,690 3 782 Depreciation expense for general
office equipment (computers, etc)
Total Expenses
197,000 201,625 _ 206,973
Net Income/Loss o 0
, 0
Allnn74cr1 cvnene...... ..L.A _ a6,_ r_u_.. w u
-- - ----- ---r-..___ ..._.•••••" •• •.. •..••.......y. ~.~~ v~ vu~ ~n ia~ w~Al I I IGI IGC~CfTI@rli WnICn InclUaes
accounts payable and receivable, payroll, human resources, stationary and business cards,
technical support for computers fax machines, Internet connection and our financial audit
- .. , ,. -
expense. .
Option 2: One location (Vail Village.)
The below costs include costs for the staffing levels and hours of operation be applied to the
Vail Village Visitor Center in the event of the Lio`nshead Visitor Center closure. We took in to
consideration that there would be an increase of visitors through the Vail Village center due to
the reduction in facilities. Please note that fhel=e are fined costs associated with operating' one
or both Visitor Centers` and do not change; much with the closure of Lionshead. Lionshead is
relatively inexpensive to operate once the management and operations are' in place: The costs
.. ,
..
for the second and' third years include a 2.5% inflation increase.
Income- First Year Second Yearr Third Year Explanation
,,
~~~ . 34~ s -~~.
TOV Contract 159,000 162,975 167,049 Annual TOV Contract Amount
Merchandise SalesNending 5,000 5,125 5,253 Amount expected to sell in
Totallncome merchandise, ticket sales & vending
164,000 168,100 'f72,303 -
Expenses First Year Second Year Third Year
Explanation
SalaryNVages 89 725 91,966 ~ 94,269 Cost of Staff & Management
Incentives
2,800 2,$70 2,942 See page 27 for Incentive Program
Payroll Taxes 8 800 9,020 9,246
Employee Benefits Benefits are available to full time
6,765 6,934 year-round staff that include medical
6,600. and dental
Cost of using reservation-booking
Reservation Booking Fees 7,500 7,688 ;x,880 system to supplement loss of
commissions (3%). Fees go directly
to Ecomshare Inc.
Educational Opportunities 500 500 ManagemenUCustomersewice
500
seminars
Phone 1,025.
1
051 Basic local and long distance phone
1,000 , costs.
Postage 1,538 1
576 Cost of sending brochures and guides
1,500 , to guests via regular mail.
Operating Supplies 1,300 1,300 1,300 Basic office and bathroom supplies
Leased, Equipment &
Maintenance 1,000 1'025 1,051 Copy Machine (located in Vail Village)
Uniforms 775 775 775 Name tags and fleece vests
Merchandise
3,600 3,690
3,782
Post cards, posters, puzzles, etc.
Sales Tax ~ 718 735 We build the sales tax in to the
700 amount of item and deduct.
Cleaning 5,023 5 .148 Cost of cleaning centers, rest room
4,900 and window washing twice per year.
Professional Fees 300 308 315 Platinum Service Program
Entertainment 500 513 525 -Staff prizes and:meetings
Recrwting:. ,500. 577 6bG6 Cost of recruitinginewstaff -
,: ~ 35
Allocated Expenses:
See itemized list below
Allocated Salary & related 21,055 21,581 22 120 Accounting, HR, IT& Office Mgm
staff -12%
Allocated
Stationary/Supplies
1,274
1,305
1 337
Company stationary, copy paper,
Allocated. Website, shared supplies
Voicemail System ,Phone 4,680 4,787 4 817 Website hosting maintenance, Phone
Allocated Insurance, system maintenance
Personal Property Tax
1,381
1,426
1,461
W°ricers' Comp, D&O, Gen'I liability
insurance; Personal property tax
Allocated Depreciation 3,600 3,690 3 782 Depreciation expense for general
office equipment (computers, etc)
Total Expenses 164,000 1s8,1oo 172,303
Net Income/Loss o 0 0
Allocated expenses include the following: All of our financial management which includes
accounts payable and receivable, payroll, human resources, stationary and business cards,
technical support for computers fax machines, Internet connection and our financial audit
expense.
Itemized list of costs associated with collection of annual pertormance data
Our intention would be to issue an RFP to perspective secret shopper companies in order to
receive the best price and service. The itemized list is an estimate of costs based on what has
been paid in the past.
Cost per evaluation: $42
2 evaluations per month per center: Option 1: $168/month, Option 2: $84/month
Cost per year: Option 1: $2,016, Option 2: $1,008
These costs would include the creation of the customized survey form, shopper training,
evaluations, reporting and distribution of reports. Invoices will be sent monthly directly to the
Town of Vail.
36
APPENDIX 1
Vail Visitor Center Visitor Survey
How much time did you spend in Vail?
If you stayed the night, in what type of accommodations did you stay?
If you were an overnight visitor to Colorado, where did you stay?
If you rented accommodations, did make your reservations prior to your arrival?
What adivitles did you participate in while in Vail?
Including yourself, how many people were in your immediate travel party (if you were part of a larger group, it would be
just those people for whom you paid/shared expenses)?
Thinking of your immediate travel party's total expenditures, how much money dici you spend during your time in Vail in
each of the following categories?
Which Visitor Center did you visit?
How did you find out about the Vail Visitor Center?
At what point during your stay in Vall did. you visit the Visitor Center?
How would you rate the Visitor Center in the following categories? Please select a rating 1 - 5.
• Information provided by staff was helpful/useful
• Customer Service
• Staffs Knowledge of Vail
• Appearance of Center
In what country do you live?
If you live in the US, in what state do you live?
What is your zip code?
What is your age?
What. is you gender?
Which of the following most accuretely describes you?
• Student
• -Employed (Full'Time or Part Time)
• Homemaker .
- ~ 37
{
F
• Retired
• Not employed
Do you have children under 18 living at home?
Please indicate the highest level of education you completed?
Which of the following categories includes your total household income before taxes?
How would you rate the Visitor Center in the following categories? 1- 5
• Information provided by staff was helpful/useful
• Customer Service
• Staffs Knowledge of Vail
• Appearance of Center
New Questions:
Did the Visitor Center staff make you feel welcomed and valued?
Was the information provided to you delivered in a timely and helpful manner?
Did your Visitor Center experience leave you with a positive experience of the resort?
Did your experience differ from your earlier perceptions?
Do you intend to return to Vail in the future?
APPENDIX 2
Vai! Visitor Business Survey
Do you currently display your brochures in the Vail Visitor Centers?
How many times in the past year have you been in either the Vail Village or Lionshead Visitor Center?
In your opinion, what should be the primary role of Vail Visitor Centers?
Do you think that Vail businesses are fairly represented in the Visitor Centers?
Are you happy with the current Visitor Center hours of operation which are as follows: Winter: gam - 5pm (W & LH),
Summer: gam - 8pm (W & LH), Shoulder Seasons: gam - 2pm (W), 12pm - 5pm (LH)
To what extent do the Visitor Centers help improve the local economy and ensure the success of individual businesses in
the following areas? (1 - 5)
• Visitor referrals to businesses
• Booking lodging and activity reservations
• Promoting local events and happenings
• Helpful information resource for locals and front-line staff
Do you track the business that is sent to you by the Visitor Centers? If so, how?
How would you rate your experiences with the Visitor Center staff on the following? (1 - 5)
• Customer Service
• Professionalism
• Knowledge of Vail
• Friendliness
APPENDIX 3
Platinum Service Mystery Shop Evaluation
~. -.
Platinum Service Program: HAVE: FUN # PSP~Q Evaluation
.u
03-Q7-05
Lionshead Visitor Center 100% • Overall Score (60/60)
';, Lionshead Parking Structure 100%: Greeting (9/9)
Vail CO US 81657 ' 100%: Service (36/36)
100%: Ultimate Impression (6/6)
Location: PSP20 1100%: Overall Appearance (9/9)
Katie Barnes (katie@visitvailvalley.com)
Chamber:
Region:
Location Avg Y2005 f,5 evaluations): 96.60%
Survey Avg Y2005 (183 evaluations): 87.46%
Scoring Rules:
* N/A answers are omitted from scoring
(total possible points will vary from shop to shop)
.„_
:'~ Question << , ~. ~5core `` ' Answer ~~
39
. ~
.t,'e~. 1.#-'"~y'"~'? -. ~ a.
-yy-.
~~
'k :n ~ a .,~q?'~C 4 T ~~1IR'~~p4~~.~r~ i~
1F '
Location:
- # Lionshead Visitor Center
~
.~»_~ ___ _
j Date of Shop:
I _ ____~_.~..~ ~_ _- ---- ~ 3/7/2005
V~ ____
"-VJ'--
.~~.
~
Day: -.._- _~ _------- ---
---;--- -._~. _ ~_._. ~ ~.__..__ _ ___-_
Monday
I
Time: ~ ~ 1:45 PM
t
Employee Name: I no nametag
1 Gender
.
i ;Female
i
~
-.~._----~__._.~.___.__._.~__~
Approximate Age:
1 W.~____.._.._.._.~_____W._.__~._._~__~.._. _____._...__._.;..__._.__.____._._____u.____.__._.___-_-
i 40+
~
Hair Color/Style:
I .
~ black, long, bangs
(Number of Customers:
I f Z
m____._
Number of Employees: ~~
'i 1
Shoppers Initials: ..___.._.._._.-.----_--____.~_._-_._-~
~ RW
Scoring Scale: O=Unacceptable, 1=Needs Improvement, 2=Meets Expectations, 3=Platinum
Service
Greeting
ere you greeted in a timely manner? 3/3 ~ Platinum Service
r.._ ---
2. Were you greeted with a smile? 3/3 !Platinum Service
i
3. Did the employee make eye contact? 3/3 ~ Platinum Service
4. What greeting was used by the employee? j How may, I help you?
I
Service
5. What question did you pose to the employee?
I just got to town and would like some information on the restaurants.
. Did the employee offer you assistance? 3/3 'Platinum Service
7. AS you entered the business, were the employees involved 3/3 :Platinum Service
in business related tasks?
_ .
8. If no, what were they doing? ----.__ .__.__~_.__._..____._-._._ _-_,____.
9. Did the employee listen attentively to your question? _ ~ V3/3 P atinum Service
10. Did the employee treat you in a professional manner 3/3 Platinum Service
40
(appropriate to location)? _~~_-
11. Did the employee maintain a smile during your interaction?
i __
3/3 j Platinum Service
__ !
12. Did the employee make you feel welcome and display a 3/3 ~~ Platinum Service
( positive attitude?
13. Did the employee strive to make your experience 3/3 E Platinum Service
;enjoyable? ~ I
14. Was the employee knowledgeable about the business's
I 3/3 ~ Platinum Service
I products/services? 1
15. Was the employee resourceful in finding answers to your 3/3 ;Platinum Service
;questions?
116. Were you shown items/services that met your needs? ~
5 3/a ~ Platinum Service
i 17. Did the employee display an interest in your individual 3/?t _-~ tinum Service
;needs?
i
18. Did an employee thank you/express appreciation to your ~..~
.._..__~_..__
3/3 f Platinum Service
Ultimate Impression
19. Was your ultimate impression of the business a positive
3 3/3 Platinum Service
'one?
v...._...._~_ ...._.~.__
~~~
.
20. W~
ould you return to this business in the future? ._
~ 3/3 ____.,,
~ Platinum Service
Overall Appearance
i_
21. Was the outside entrance of the location clear of trash and 3/3 Platinum Service
'debris?
22. Were the windows clean. Free of dust and fingerprints) 3/3 Platinum Service
23. Were all surface areas inside clean and free of dust?
' - ~
3/3 ~ --
Platinum Service ~
--__
Narracrve: Yiease aescrioe your service experience.
As a pedestrian in the village this Visitor Center location was extremely difficult to find. You would have to
know there was one there and then asking for directions as I did. It is a lengthy walk around the parking
structure. and up many stairs to eventually find a very tired looking building from the outside. The inside is
okay though and the employee told me that it is scheduled to be tom down when the new convention center
is built.
Upon entering there were two ladies receiving information on their questions. The employee was very
41
informative about where locations were in town and about the free bus service. The employee apologized
for my wait and asked, "How can I help you?" I asked about some good restaurants in town and she
specifically said that Pepi's was great for an upscale European flavor and the Red Lion would be a great
place for a family to go as well as several others, which I cannot bring to mind. She gave me a town map
and told me about the free bus route and the daily newspapers, which offer a lot of local information.
She answered all my questions about restaurants and was very gracious and vivacious. She gave me
brochures, maps and much information on what to do and where to go. She is a wonderful employee for the
town of Vail.
It was a very positive experience. However I don't think I would take the trouble to try to get to this
location again unless I was in a car and could drive right up to it.
The entrance was clean, the windows were clean, as were the inside areas.
APPENDIX 4
Discretionary Parking Coupon Form
Name of Visitor Services Agent,
Name of Guest:
Guest's Phone Number:
Today's Date:
Date Occurred:
Location of Parking Problem: (Circle One)
Vail Village Parking Structure
Other:
Detailed Description of Problem:
Lionshead Parking Structure
42
Guest Signature:
Agent Signature:
APPENDIX 5
Visitor Center Agent Quizzes
Visitor Services Agent Quiz
t. Can you drive in either Village?
z. How do you get to:
a. The Sitzmark
b. The Gasthof Gramshammer
c. The Christiania
d. Sonnenalp
e. Apollo Park Lodge
f. Roost Lodge
g. Landmark
h. Vail International
3. What is the specialty at:
a. The Bully
b. Lancelot
4. Where is:
a. The Red Lion
b: The George
c. Gorsuch
43
d. The Colorado Ski Museum
e. Seibert Circle
£ Betty Ford Alpine Gardens
g. Ford Amphitheater
5. How would you direct a pedestrian to the hospital-from the Village, then from Lionshead?
6. How would you direct someone driving to the hospital?
7. How much is the Gondola:
a. In the summer
b. In the winter
c. After 3 pm
8. How much is the Vista Bahn:
a. In the summer
b. In the winter
c. After 3 pm
9. Where is the Gore Creek Fly Fisherman store?
io. Where are the art galleries in VV?
it. Where would you send someone for:
a. Ice cream
b. Seafood
c. Burger
d. Italian
e. Mexican
£ German
g. Deli
h. Coffee/Cider
i. Wild Game
ix. What bar would you refer for:
a. Apres Ski
b. Dancing
c. Sports bar
d. Wine bar
e. Live music
t3. Where would you send someone who wanted to know about local flora and fauna?
z4. What are the two main music (as in concert) venues?
z5. List the different companies that offer
a. Rafting
b. Horseback Riding.
44
c. Hot Air Ballooning
_ _ _-- _ --.__ ..d._... Hummer/Jeep Tours.
e. Mountain Bike Tours
£ Snowmobiling
t6. What is "Point to Point"?
t7. Name three spas in Vail.
t8. What is the closest golf course?
tg. List 5 free activities offered in Vail?
zo. Of what significance is the ro`t' Mountain Division to Vail?
zr. Who was Vail Pass named after?
zz. What is our elevation? And of Adventure Ridge?
z3. Where are there climbing walls in Vail?
z4. Where is the skate park?
z5. Where are there playgrounds and, in general, kids activities?
z6. Where can someone access the Internet? What are the fees?
z7. Where cati someone fax or print documents?
z8. Where are the mailboxes within the VV and LH? Give directions to the post office? (VV/LH)
z9. What are the AAA certified gas/service stations?
30. What is the Vail Trail?
3r. What is the easiest bike/pedestrian paved path? Where does it go?
3z. What is.the Berrypicker trail? ,
33• Name,the ttiovie theaters in Vail and where are.they?
34. Where is the r~` bank located? Alpine Bank? Weststar Bank?
35• , Dog friendly accommodations?
36. Air,conditioned accommodations?
37: Are dogs allowed on the gondola?. .
38. Where is the closest Laundromat?
39. Gas stations? Name z
40. Car repair shops? Name`z
4r. What is the name of a babysitting company?
4z. Where.would you direct someone needing public showers? '
43• Where are supermarkets?
- ~ '44. Where is the nearest tailor?
45.. Shoe repair?. ,
46., ,:Public pooh..,.. ; '..
47. Hair and nail salons? ;.. _ ,: ,.
..
~48.~-Rental places for" bikes, eta.., ,: ' ., ..:
- 45
_ _„ .
49• Strollers?
50. Where is ski storage? .
n. Ski tuning?
5z. Where is the building that houses Vail Resorts human resource department in Vail?
S3• Where are the lift ticket offices?
54• Where is the season pass office?
55• Where are the ski schools in Vail?
56. What is the number to the Activities Desk?
57. Where are the liquor stores in Vail?
58. How would you assist a stranded motorist? ,
59. List 5 things a visitor can do between seasons?
60. When and where is the Vail Farmers Market?
6t. How did Lionshead get its name?
6z. Where is Minnie's deck?
63. What was the t~` lodge in town?
64. What is the population of Vail?
65. Where is the ice arena?
66. Where is the municipal building?
67. What is the cost of parking:
a. Summer
b. Winter
68. Where would someone go if they had a problem with parking?
6q. Where is the hardware store in Vail?
70. Who is Ryan Sutter and where does he work?
7t. Where can you rent videos? •
7z. How; where and when do the buses run?
73. Where is the:
a. Fire Station
b. Police Station
74. st of times Vail hosted:
a. World Alpine Ski Championships
b. World Mountain Bike Championships
To: Vail Town Council
From: Community Development Department
Date: July 5, 2005
Subject: Contract for Colorado.lnspection Agency
Staff: Charlie Davis, Russ Forrest, & Judy Camp
1. PURPOSE
The Vail Town Council is being requested to authorize the Town Manager to
execute a contract with Colorado Inspection Agency to perform building code
plan review and inspection services.for the Four Seasons project. With the
demolition of the Chateau Building now imminent and Four Seasons indicating
that they will be moving forward with construction in 2005, staff has concluded
that the number of inspections required by this project will exceed our capacity to
provide inspection services given the current unprecedented level of
construction.
2. DEMAND FOR SERVICES
As of June 1, 2005 total construction activity and valuation exceeded the Town's
record year. In anticipation of an unprecedented year for construction activity the
Town authorized an additional building inspector grid plan reviewer along with
other positions in the Town to support the development review process. The
Town also anticipated the need to contract resources to complete plan reviews
for large projects and budgeted for that need. Staff has now evaluated the
demand for building inspections from the normal residential work load (which is
also significantly above average for this time in the year) and the larger projects.
The Chief Building Official has met with many of the general contractors to
determine how many inspections they may be requesting and when. For projects
such as the Arrabelle and Four Season each project may request up to 3000
inspections each. Each inspection may take an hour or more. Given the
number of inspectors and anticipating Four Seasons starting in the near future,
staff has concluded that available resources for building inspections is not
adequate to support this project or the next project of the magnitude in 2005 or
2006. Community Development has filled two building positions in the last year.
However, these positions have taken significantly longer than anticipated to find
qualified people to perform the work. Given that the timing of the Four Seasons
and potentially the Cross Roads projects are uncertain, and that qualified
personnel can not be found rapidly once building fees from specific projects are
received, expanding outside contract services to perform building inspections is
the most prudent course of action.
3. SELECTION PROCESS FOR CONTRACT SERVICES
The Town has used contract services to conduct plan reviews for large complex
commercial projects. In evaluating inspection needs over the next two to three
years, staff has concluded that it is not efficient to hire more staff at this time.
Staff believes using a contract service that can grow and contract its services
based on actual demand at this time is the most prudent course of action. Staff
requested proposals from qualified building code consultants that perform plan
review and inspection services. We received four proposals and interviewed
three companies. The normal fees for conducting plan review and inspection
services is approximately 80 to 90 percent of the total fee received by the Town.
The purpose of the fee.the Town receives is to pay for costs associated with
plan review and inspection costs.
After negotiating with CIA, they are willing to provide services to the Town that
exceed their competition in terms of level quality and responsiveness at a
competitive or 80% fee of the Town of Vail's building permit fee rate. Since the
rates for inspection and plan review services are based on a percentage of the
total value of the construction, we won't know the precise value of the contract
until a building permit has been submitted. However, based on discussions with
the applicant of the Four Seasons the total valuation of this project is $110 million
and the total fee that the Town would receive is $1,059,150. Based on the
attached, agreement, CIA would receive 80% of the base fee or $607,500
assuming a total valuation of $110,000,000.00(note a premium is also be
assessed since the applicant is requesting a phased approach to construction
which the Town will retain). The Town will retain a total of $451,775 in fees. No
fees will be paid to CIA unless and until the Four Seasons pays its fees for a Plan
Review and Building Permit. If the Four Seasons project does not move
forward - no fees will be paid to CIA under this aigreement.
4. BUDGET IMPLICATIONS
For large redevelopment projects, the town .generally outsources plan review at a
cost ranging from 80% to 100% of the plan check fee. We do not budget for
either the revenue or expenditure until the plan review occurs. For the Four
Seasons, plan .check fees will be higher than normal because the review will be
accelerated and the town will therefore retain a higher percentage of the fee.
The incremental fee will be an addition to the budget plan check fee revenue.
Building inspections are generally performed by town staff ~and~paid for through
construction permit fees. Therefore, we have budgeted for construction permit
fees for major projects in 2005 assuming inspection work would be performed in
house. Outsourcing the Four Seasons inspections in 2005 will result in an
unbudgeted cost. A supplemental appropriation will be required since it is a new
cost if this contract is approved. We also did not spe:cifically revenue for the Four
Season project in 2005. A supplemental budget is planned for August that will
review total anticipated revenues and. costs associated with construction fees..
5. ACTION REQUESTED OF COUNCIL
Council is requested to authorize the Town Manager, via motion, to approve the
agreement with CIA in attachment A.
F:lcdevl000NCIL\MEMOS105\CIA contract070505.doc
ATTACH1ciEN'P A
~,` ~. ~~
Cotorado'Ins ection
ASE""' Municipal Building Department Services
INSPECTION SERVICES AGREEMEIVTt
SINGLE PROJECT SERVICES
This agreement is made this day of .200_, between M2E, Inc. cl/b/a Colorado Inspection Agency, ("CIA"), and
the Town of Vail, ("Municipality").
The purpose of this Agreement is to document and. clarify the services CIA, will provide to the Municipality as well as the fee,
invoicing, and payment structure both parties are agreeing to.
Scope of Services: CIA will provide all necessary plan reviews and building code inspections on the project and building at the
location identified below from site excavation through completion and sign-off of all inspections. The reviews and inspections will
encompass foundation, structural, electrical, plumbing, mechanical and life safety provisions. All inspection will be performed
during normal business hours (8:00 a.m. - 5:00 p.m., Monday -Friday) except that inspections performed outside of normal
business hours may be performed for additional compensation to be paid by the property owner. CIA is not obligated to perform
services beyond what is contemplated by this agreement. Any changes or additions to the scope of work shall be done only in
writing which writing shall specifically sate the additional fees, if any, for such changes. CIA is under no obligation to perform
and will not perform any inspection services relating to site infrastructure including roads, parking lots, landscaping, drainage or
other matters not included as building code issues. CIA will perform work at a level of competency in accordance with industry
standards.
Project Number:
Building Name and Project Location:
Size of Facility:
Fee Structure: CIA fees are based on the valuation of the project as provided by the Building Owner calculated using industry
standard data. The fee schedule used by CIA is based on the Municipality's most current permit fee structure in effect as of
2005. Using this information, the fees associated with this project are:
Pro~ect Valuation CIA Fee
Plan Review Fee 80% of a standard 65% plan review fee
Electrical Permit Fee 100% of all electrical ermit fees
Buildin Permit Fee 80% of all Buildin ermit fees
Invoice & Payment Structure: CIA will invoice the Town of Vail per the below schedule. All payments are due to CIA within 30
days of invoice date.
Fee Invoice Milestone % of CIA's Fee to be Invoiced
Plan Review Fee U on Ian review completion 100%
Electrical Permit Fee Date of ermit issue b Vail 100%
Buildin Permit Fee Date of ermit issue b Vail 40%
6 months from date of ermit issue 50%
At the Town's discretion, not to exceed 2
ears from date of ermit issue 10%
Municipality Obligations: The Municipality shall timely provide all data information, plans, specifications and other materials
required by CIA to perform the Scope of Services.
Time of Performance: CIA will perform the services commencing upon execution of this contract and will do so timely in the
manner consistent with industry standards. CIA obligation under this contract shall end and will be deemed completed upon the
completion and sign-off of all inspections for the_project.
Insurance: CIA will provide insurance in accordance with the certificate of insurance attached hereto. This policy will be non-
cancelableand name the Town of Vail as additional insured.
FourSeasons_Confract_53105 Page 1 of 2
Indemnification: CIA will procure and maintain, at its own expense, adequate insurance against and to indemnify and hold the
Town of Vail harmless against any and all of the following types of claims:
Claims by any CIA employee for compensation, fringe benefits of any kind whatsoever, or indemnification for tort claim
damages or similar claims for damage.
Claims by any other party for damages for any alleged unlawful act or omission, negligent or willful, on part of any CIA
employee acting pursuant to this agreement.
CIA or its employees shall not be deemed to assume any liability for intentional or negligent acts of the Town of Vail or any
officer, agent, or employee thereof, and the Town, to the extent permitted by law, agrees to indemnify and hold CIA harmless for
any and all claims arising out of such acts.
Assignment: CIA may not assign this contract without the consent of the Municipality which consent shall not be unreasonably
withheld. However, CIA is permitted to subcontract portions of the services to be provided. CIA remains responsible for any
subcontractor's performance. Subcontractors will be subject to the same performance criteria expected of CIA. Performance
clauses will be included in contracts with all subcontractors to assure quality levels and agreed upon schedules are met.
Third Party Reliance: This agreement is intended for the mutual benefit of the parties hereto and no third party rights are
intended or implied.
Independent Contractor: CIA is an independent contractor and neither CIA nor its employees will be considered as employed
by Municipality.
Termination of Agreement: If this Agreement is cancelled by either party, CIA, will immediately invoice Municipality, and
Municipality agrees to pay, for all services rendered to Municipality prior to cancellation of this Agreement. Services rendered
will be determined by monthly progress reports in a format agreed upon between the parties.
Governing Law: This Agreement shall be governed by and construed in accordance with the laws of the State of Colorado and
all services to be provided will be provided in accordance with applicable federal, state and local law:
Municipality Colorado Inspection Agency
By:
Mike McCurdie, President
Name
FourSeasons_Contra.ct_53105 Page 2 of 2
,"
INTERGOVERNMENTAL JOINT USE AGREEMENT
FOR THE TOWN OF VAIL GYMNASTICS CENTER
1. PARTIES. The parties to this Intergovernmental Joint Use Agreement for the
Gymnastics Center are the TOWN OF VAIL, (Town); EAGLE COUNTY SCHOOL
DISTRICT RE-50J (School District); and VAIL PARKS AND RECREATION
DISTRICT d.b.a. VAIL RECREATION DISTRICT (VRD), a Colorado quasi-
municipal corporation (Recreation District). The Town and the Recreation District may,
from time to time, be collectively referred to as TOV/VRD.
2. RECITALS AND PURPOSE. This Agreement is for the joint use of the
8,742 square foot Gymnastics Center, owned by the Town of Vail, and located at 545 N.
Frontage Road, a portion of Lot 8A, Block 2, Vail/Potato Patch. The Gymnastics Center
(center) is located adjacent and to the east of the Red Sandstone Elementary School
(School). The main level, at 5,570 square feet, has an entry foyer/reception desk,
administrative offices, restroom/changing rooms, and a 1,200 square foot multi-purpose
room which is used for dance, yoga, martial arts, and other activities. The upper level is
the gymnastics area. The primary intent of the Center is to provide gymnastic training for
residents of Eagle County, while also providing additional recreational uses for the
School and the community at large. Accordingly, in consideration of the mutual
promises set forth in this Agreement, the parties covenant and agree to the terms and
conditions set forth in the following paragraphs.
3. TERM. This Agreement shall become effective June 1, 2005 upon its execution
by the parties' authorized representatives; thereafter, this Agreement shall remain in full
force and effect through June 30, 2015. This Agreement will automatically renew for
successive 10-year terms unless any party shall give written notice at least 180 days in
advance of its intention to terminate this Agreement. The Town has the right to terminate
the Recreation District's use rights with regard to the facility as set forth in the Lease
Agreement between the Town and the Recreation District.
4. RENT AND/OR FEES. There will be no rental fees charged for the scheduled
recreational uses of the Gymnastics Center by the School. The Recreation District rental
fees and other fees for the use of the Gymnastics Center are set forth in_ the Lease
Agreement between the Town and the Recreation District.
5. AREAS INVOLVED
5.1 School District/Recreation District Joint Use. Subject to the terms of
this Agreement, the following areas/rooms located within the Gymnastics Center
shall be used jointly by the above parties: main level multi-purpose room,
restroom/changing areas, upper level gymnastics area.
5.2 Exclusive Use. The following areas are to be used exclusively by the
Recreation District: the main reception work area, administrative offices, and all
storage closets/areas located in the building.
6. SCHEDULING. The parties agree that the following provisions shall govern
scheduling of activities within the Gymnastics Center:
6.1 The School District shall' use the multi-purpose room and/or the
gymnastics area, while school is in session, Monday through Friday, 11:30 am -
1:30 pm. Before using the gymnastics area and associated equipment, authorized
School District employees must attend a mandatory training session with the
Recreation District on proper use and care of the equipment and building.
6.2 The VRD Gymnastics Manager is in chargc; of scheduling the use of the
Gymnastics Center. Firm fall schedules should be completed by September 1St of
each year and firm winter schedules should be completed by January lst of each
year. The VRD Gymnastics Manager will be respc-nsible for notifying the School
Principal of the schedule no later than the above stated dates. The VRD
Gymnastics Manager will contact and meet with the School Principal by
September 15 for the fall and January 15 for the spring to schedule activities.
6.3 The School Principal will notify the Recreation District at least fifteen
days in advance of a special school activity. The VRD Gymnastics Manager will
make every effort to accommodate the request, without disrupting previously
scheduled Recreation District programs and events.
6.4 The parties agree to use activity calendars to identify and coordinate all
special programming and to develop a communications system to ensure that all
parties are kept promptly advised of scheduled events.
6.5 Subject to the provisions of this Agreement, the parties agree to consult in
good faith concerning scheduling disputes. In the event that the parties are not
able to resolve such disputes among themselves, they agree to submit any
unresolved disputes to mediation pursuant to paragraph 13 below.
7. PARKING AND TRAFFIC. The parking spaces will be designated as follows:
7.1 _ The spaces directly in front of the Gy_mnastics_Center.will be_signed as. ____ . _ _
Gymnastic Center Parking only at all times.
7.2 The northwest space in this row will be designated handicap and will be
jointly used by the Gymnastics Center and the School. Only properly identified
handicapped parking will be allowed in the handicap space. The Recreation
District will monitor compliance with this use and take the necessary action to
enforce compliance.
7.3 The Recreation District employees will park in Lionshead parking
structure.
7.4 When school is in session, the spaces across from the Gymnastics Center
will be signed and used for school staff parking Monday -Friday, 7:OOam -
S:OOprn and school staff and Gymnastics Center parking on Saturday and Sunday.
7.5 When school is in session, the middle bench parking will be signed school
staff parking Monday -Friday, 7:OOam - S:OOpm.
7.6 The lower parking spaces adjacent to the North Frontage Road, will be
signed School/Gymnastic Center parking, Monday -Friday, 7:OOam - S:OOpm.
7.7 The Recreation District will be responsible to direct traffic for pickup/drop
off at beginning of and after each gymnastics session. There shall be a Recreation
District monitor outside. The Recreation District will contact the Town to ticket
and tow any car parked illegally.
8. MAINTENANCE RESPONSIBILITY. The Recreation District shall be
principally responsible for taking good care of the Gymnastics Center as set forth in the
Lease Agreement between the Town and the Recreation District. The Recreation
District's obligation for repair and maintenance shall include all interior, exterior,
nonstructural, ordinary and extraordinary, and unforeseen and foreseen repair.
8.1 The Recreation District is responsible for custodial services to maintain
the cleanliness and appearance of the Gymnastics Center.
8.2 The Town will remove snow from all parking spaces, the ramp walkway
and upper playground area, the lower sidewalk adjacent to the Frontage Road, and
the access road to the School and the Gymnastics Center on a priority basis in
order to ensure that these areas area cleared at least one-half hour prior to the time
the first school bus is scheduled to arrive. The Recreation District will remove
snow from the sidewalk and stairs in front of the Gymnastics Center. The
School's custodial staff will be responsible for removal of snow from the sidewalk
and stairs in front of the School.
8.3 The Recreation District will be responsible for litter, trash, and general
clean-iip on the Gymnastics Center grounds. The School District will be
responsible for litter, trash, and general clean-up and the School's custodial staff
on the School grounds. The Recreation District may use the School dumpster for
trash removal services at the Gymnastics Center. However, if such use requires
additional trash pick-up, the Recreation District will be billed by the School
District for the cost of the additional pick-up.
9. SECURITY. The Recreation District shall have the sole responsibility for
securing the Gymnastics Center upon completion of each sessions usage. The VRD
Gymnastics Manager will be responsible for issuing keys to Town and School District
supervisors.
10. LIABILITY MATTERS. The following subparagraphs relate to activities of
the parties pursuant to the terms of this Agreement:
10.1 The School District, and its officers, directors, agents and employees shall
not be deemed to assume any liability for the. intentional or negligent acts, errors
or omissions of the TOV/VRD or any of their officers, directors, agents and
employees. Likewise, the TOV/VRD, and their officers, directors, agents and
employees shall not be deemed to assume any liability for any intentional or
negligent acts, errors or omissions of the School District, or its officers, directors,
agents or employees.
10.2 The School District agrees to indemnify, defend, and hold harmless, to the
extent permitted by law, the TOV/VRD and their respective officers, directors,
agents and employees of and from any and all losses, costs, damages, injuries,
liabilities, claims, liens, demands, actions, and causes of action whatsoever arising
out of or related to the School District's intentional or negligent acts, errors, or
omissions, or that of the School District's officers, directors, agents and
employees, whether contractual or otherwise.
10.3 The TOV/VRD agree to indemnify, defend, and hold harmless, to the extent
permitted by law, the School District and its officers, directors, agents and
employees of and from any and all losses, costs, damages, injuries, liabilities,
claims, liens, demands, actions, and causes of action whatsoever arising out of or
related to the TOV/VRD's intentional or negligent acts, errors, or omissions, or
that of their officers, directors, agents and employees, whether contractual or
otherwise.
11. INSURANCE. The School District, the Recreation District, and the Town
shall each provide its own public liability, and errors and omissions insurance policies
sufficient to ensure against liability, claims, and demands oY• any other potential liability
arising under this Agreement. The Lease Agreement between the Town and the
Recreation District specifically sets forth other related insurance requirements. The
Recreation District shall also name the School District as an additional insured on the
_ __ __
-` - - liability and umbrella liability policy as stated in the Lease~Agreemerit between the Town
and the Recreation District; and (i) include a clause or endorsement denying the insurer
any right of subrogation against the School District; and (ii) require the insurer to give the
School District thirty (30) days' written notice prior to caricE;llation. The Recreation
District waives rights of recovery against the School District for injury or loss due to
hazards covered by insurance. The Town shall maintain insurance in appropriate
amounts and as required by law to insure the Premises and property owned by the Town.
12. • CONSULTATION. The parties acknowledge that, over the term of this
Agreement, issues may arise concerning implementation of 1:his Agreement which the
parties have not now contemplated. Recognizing that a high. degree of cooperation
between the parties is necessary and desirable, the parties agree to consult with each other
4
from time to time concerning implementation of this Agreement and further agree that
their respective representatives will meet to conduct such consultation upon ten days
written request given by one party to the other parties. In addition, each party shall, from
time to time, designate in writing that party's contact person for all matters involving the
administration of this Agreement.
13. DISPUTE RESOLUTION. If, following the consultation required above and
good faith efforts on the part of all parties to resolve any disputes regarding the
Agreement, a dispute still exists, the parties agree to submit such dispute to non-binding
mediation. If the parties fail to reach a settlement of their dispute within 30 days after the
earliest date upon which one of the parties has notified the other parry of its desire to
attempt to resolve the dispute, then the dispute shall be promptly submitted to non-
binding mediation by a single mediator provided by the Judicial Arbiter Group (JAG) of
Denver, Colorado, any successor of JAG, or any similar mediation provider who can
furnish a former judge to conduct such mediation if JAG or JAG's successor is no longer
in existence. If, following such mediation, the parties dispute still exists, the parties shall
have the right to pursue any other remedies under Colorado Law. The remedies set forth
in this section 13 shall not impair or otherwise limit the remedies available between the
Town and the Recreation District as provided in the Lease Agreement between the Town
and the Recreation District.
14. ASSIGNMENT. This Agreement shall not be assigned or delegated except
with the prior written consent of the parties.
15. DAMAGE TO OR DESTRUCTION OF PREMISES. If the premises are
damaged or destroyed by fire or other cause, the Town may elect not to repair such
damage, then this Agreement shall automatically terminate upon and effective as of the
giving of notice by the Town of such election.
16. COMPLIANCE WITH ALL LAWS AND REGULATIONS. The parties
agree not to use or permit the premises to be used for any purpose or in any fashion
prohibited by the laws of the United States, or the State of Colorado, or the ordinances or
regulations of the Town including the Town's no smoking ordinance, Ordinance No. 11,
Series of 1988.
17. NOTICES. Any notice required or permitted by this Agreement shall be in
writing and shall be deemed to have been sufficiently given for all purposes if sent by
certified or registered mail, postage and fees prepaid, addressed to the party to whom
such notice is intended to be given at the address set forth on the signature page below, or
at such other address as has been previously furnished in writing to the other party or
parties. Such notice shall be deemed to have been given when deposited in the U.S. Mail.
18. EXHIBITS. All exhibits referred to in this Agreement are, by reference,
incorporated in this Agreement for all purposes.
5
~,
,~
19. PARAGRAPH CAPTIONS. The captions of the paragraphsr:are set forth only
for convenience and reference, and are not intended in any way to def ne, limit, or
describe the scope or intent of this Agreement.
20. ADDITIONAL DOCUMENTS OR ACTION. The parties agree to execute any
additional documents and to take any additional action necessary to carry out this
Agreement.
21. INTEGRATION AND AMENDMENT. This Agreement represents a collateral
agreement between the parties and the Lease Agreement bf;tween the Town of Vail and
-Vail Park and Recreation District dated ,; , 2005. is attached as Exhibit A.
This Agreement may be amended only byari instrument in writing signed by the parties.
22. DEFAULT AND TERMINATION. All terms and conditions of this Agreement
are considered material. In the event that any of the parties, default in the performance of
any of the covenants or Agreements to be kept, done, or performed by and under the
requirements. of this_Agreement, anon-defaulting party shall give the defaulting party 20
days written notice of such default and if the defaulting party fails, neglects, or refuses
for a period of more than 20 days thereafter to make good or perform the default, the non-
defaulting party without further notice may, in addition to any other remedies available to
it, terminate all rights and privileges granted in this Agreement and the Agreement shall
be of no further force or effect. To the extent there is a conflict between the Lease
Agreement and this Agreement, the Lease Agreement shall control.
23. WAIVER OF BREACH. The waiver by any paa°ty to.this Agreement of a
breach. of ,any term or provision. of this Agreement shall not operate or be construed.as a -
..
:- - ;
waiver of any subsequent:breach by any party.
24, BINDING EFFECT. This Agreement shall ensure 1:o the benefit of, and be
binding upon, the parties, and their respective legal representatives; successors, and`
„assigns; provided, however, that nothing in this paragraph shall be construed to permit
•~
the assignriient of this Agreement except as otherwise specifically authorized;in this
.,
A Bement. :.
25: GOVERNING LAW. This Agreement shall b'e governed by the"laws of
Colorado.
26. SEVERABILITY: If any provision of this Agreement is declared by a court of
competent jurisdiction to be invalid, void or unenforceable,. such provision shall be;
deemed to be severable,. and all other provisions of this: Agreement shall remain fully
,;:.. .
enforceable, and this Agreement shall be interpreted in all respects as if such provision
,.
;were omitted: :.
27. AUTHORITI' TO ENTER AGREEMENT. The liarties have represented to
.. eaCli Other that e1C}l »nSSeRSAC't}1e leQ`al anthnrity to PntPr intn thic AtYmr~manf Tn tha
possess the legal authority to enter into this Agreement, then this Agreement shall be
considered null and void as of the date of such determination.
28. THIRD PARTY ACTIONS. This Agreement shall not be deemed to confer or
to grant to any third party any right to claim damages or bring a legal action of claim
against any party to this Agreement because of any breach hereof or because of any
covenant, condition or provision contained in this Agreement.
29. DATED. May 11, 2005 effective June 1, 2005.
EAGLE COUNTY SCHOOL DISTRICT RE SOJ,
a Colorado public school district
BY
of Education
P O Box 740 "
E e, CO 81631
970-328-6321
970-328-1024 (fax)
ATTEST:
ecr ry
TOWN OF VAIL, a Colorado municipal corporation
BY
Town Manager
75 S. Frontage Rd.
Vail, CO 81657
970-479-2107
970-479-2157 (fax)
ATTEST:
Town Clerk
7
VAIL PARKS AND RECREATION DISTRICT,
a, Colorado quasi-governmental corporation
BY
Executive Director
• 700 S. Frontage Rd. E.
Vail, CO 81657
970-479-2279
970-479-2197 (fax)
ATTEST:
Secretary
8
~~~ ~ ~
East Gore Creek Drive Water Main Installation
Eagle River Water and Sanitation District
June 30, 2005
Project Description: Installation of new water main on Gore Creek Drive from Hanson
Ranch Road to Vail Valley Drive.
Schedule: Start: July 11, 2005
End: expected by August 24, 2005
Work Hours: 8AM to 6PM Mondays through Thursdays
8AM to 4PM Fridays
No work on weekends
Project Contacts: Jim Boyd, Construction Manager, ERWSD
376-1446
Leonard Sandoval, Vail Village Area Coordinator, Town of Vail
390-4677
Weekly Public
Update Meeting: Tuesdays 9AM at the Christiania
i
- crossroads
From: <RRalmas@aol
com>
To:
Date: .
<towncouncil@vailgov.com>
6/29/2005 1:35:32 PM
Subject: crossroads
It's a shame anytime we say one thing and do another. The council has said
it puts the recommendation of the crossroads project to the DRB, and then
changes its mind. What next?
I have been in crossroads for 10 years in a business that's been there for
more than 20. In my 25 years of operating food stores in 3 states I've seen
what works in different areas. Vail is in need of this project to "bring people
to town and have them stay'. Reduce this project, or do away with it, and we
will see just what everyone who comes to Vail loves to see...more real estate
offices, art, art, art, just what they came to Vail for ,right? I as a
business owner hope the council gives the go ahead and bring Vail into this
century.
Ric Almas, owner of Haagen-Dazs ice cream.
Page 1
~owrroevn¢
APRIL 2005
VAIL BUSINESS REVIEW
June 23, 2005
The April Vail Business Review breaks down the four percent sales tax collected for April and the ski
season.
Overall April sales tax decreased 10.7% with Retail decreasing 18.0%, Lodging decreased 19.5%, Food and
Beverage decreased 7.7% and Utilities/Other (which is mainly utilities but also includes taxable services and
rentals) increased 17.6%. The ski season (November -April) resulted in a 6.0% increase overall with Retail
increasing 5.9%, Lodging increased 7.4%, Food and Beverage increased 1.0% and Utilities/Other increased
12.6%.
Lift Tax increased 7.1% for the ski season.
Easter was in March in 2005 and in April in 2004.
Town of Vail sales tax forms, the-Vail Business Review and the sales tax worksheet are available on the
Internet at www.vail og v.com. You can subscribe to have the Vail Business Review and the sales tax
worksheet e-mailed to you automatically from www.vail og v.com. We have combined the Town of Vail and
Conference Center remittance forms into one form. On www.vailgov.com the form automatically
calculates. You enter your information, print the form and mail it with your check.
Please remember when reading the Vail Business Review that it is produced from sales tax collections, as
opposed to actual gross sales.
If you have any questions or comments please feel free to call me at (970) 479-2125 or Judy Camp at (970)
479-2119.
Sincerely,
Sally Lorton
Sales Tax Administrator
April 2005 SALES TAX
VA/L VILLAGE
April April April
2004 2005
Retail
Lodging
Food &
Beverage
Other
Total
~.vnec~ivns ~.vuectivns ~.nan e
172,356. 123,45.5 -28.4%
105,352' 80,288 =23.:8%
137;493' 131,792 ~ -4.1
6,204 ` 2,676 -56.9%°
421,405 338, 211 =19.7%
L/ONSHEAD
April April April
2004 2005
Collections Collections Chanc
Retail 71.,837 53,424 -25.6%
Lodging 77,356 63;i~65 =18.5%
Food &
Beverage 42,084 35,998 -14..5%
Other 5,456 ` 4Ei14 -15.4%
Total 196,733 157;101 ~ -20.1..:%
April 2005 SALES TAX
CASCADE VILLAGE/EAST VAIL/SANDSTONE/WEST VA/L
April April April
2004 2005
Retail
Lodging
Food &
Beverage
Other
Total
~.v~~c~~~~~~~ ~..c~rrCC~rvr~s ~.nange
~, ..
.,..~, .~1t13;945~ ~ ~106;3~„86. , ~ ~ ' ~6~,6%_i
r
~,
46;370~~z ~ 42;079` =~ 9.3°r~o'
3µi.;; ~~44;;3399 ~~~ '~ ~ 38;~7~49~#~, , -126%&~
:~. ~-
9~~~ ~3;05~1:` rr~, ~~`~3~'411 ~~. 11.8
~~ ,~ . ~ ~ ~ ~ T~
~;, 207,705 ~~x~i _.w ;,190,625 ., ~. 8` 2%~
~ '~~~~3,
OUT OF TOWN
April April April
2004 2005
Collections Collections Change
- -- -
~ ,
Retail 30-,424x.. ... 35,,436 x.16 5%
~`
~,
°
,
,~
~...
,
Lodging
,~:~,,,~208~,~~
r 694
-66 ~7
u °
~~~~~.
.
v
x., .:
~:~ .~.. L;f~,. ~ <.~ ~~ ~.~ ;r~x~~.,
Food & o- i yt
~ ~~ its ti
Beverage 4
4
5. `
5 2%0
4
68.
{
,~
Gds ..::,~. . yy ,.+"~'s.i ~. #.
y~
"~{Cf~ •
k ~w ,sA;`'~'~~~3
e~
Utilities & 134;247 , fy
~
~ 164
424 ~""~22'
5
°lo
Other ,
.. ..~ ,. ,
x
.
:r ~ s . k- <>~ %~~ ~.'
- `s
Total ~ ~ 167;2
1 ~
0 ~ 2
01 022 -~ 20
2%=
,
,
' ~~?' rfiT4. %~,i ,
./
y~
3'
y „. l'i`: +~~L,~..r'N/.: 4. Y.G ~";ti
April 2005 SALES TAX
TOTAL
April April April
2004 2005
Retail
Lodging
Food &
Beverage
Utilities &
Other
Total
~.viiectivns ~.vi~eciivns ~.nan e
388,562' ~' ~" ~`' 318,701 -18.0%
?,~u. ~ ' ~ . is
.231,163. , ;:.186;126 ~~ . -19.5%
;~ ..~ ~..
'~ `224,361" ... 207,007 ~ -7.7%
,, ~~, ..148,958 ,. ~ , .175,125 t7.6%
993,044 886,959 ~ -10.7%
r...
1
RETAIL SUMMARY
April
2004
Collections April
2005
Collections April
%
Change
FOOD 89,907 81,841 -9.0%
LIQUOR 17,099 ~ 17,868 4.5%
APPAREL 45,775 31,638 -30.9%
SPORT 137,388 108,285 -21.2%
JEWELRY 13,106 6,695 -48.9%
GIFT 7,545 4,259 -43.6%
GALLERY 13,695 1,072 -92.2%
OTHER 63,025 66,596 5.7%
HOME 1,022 447 -56.3%
OCCUPATION
TOTAL 388,562 318,701 -18.0%
2004/2005 Ski Season
VAIL VILLAGE
03/04 04/05 04/05
Ski Season Ski Season
Retail
Lodging
Food &
Beverage
Other
Total
~.c~n~cuc~ns ~.vnec~uvns ~.nan e
1,843,732 1,949,428 5.7%,
1,786,843 1,612,114 1.4%
~:~, .,,
1,550,485 1,560,036 0.6%
-.
63;242 ~:...~,.~~,,,~ {`~ 59,9`14'`` `~' W~ 5.3%
5,244;302 5,:381;492 2.6%
L/ONSHEAD
03/04.
Ski Season
Collections 04/05
Ski Season
Collections 04/05
Change,
Retail `` 686,003 699,429 2.0%
Lodging - 1,114,012 1,211,440 8.7%
Food & -,
Beverage ~ :.,y ~~ 399;952 ~~87,874 -3.0%
Other 39,928
.~ 45,301 13.5%
r~ ~ ~-
Total 2,239,895 2,344,044 4.6%
i
2004/2005 Ski Season
CASCADE VILLAGE/EAST VAIUSANDSTONENVEST VAIL
Retail
Lodging
Food &
Beverage
Other
Total
03/04 04/05 04/05
Ski Season Ski Season
~.v~~C~u~~~s ~.cn~GCUC~r~s ~.nan e
- ,.~
-t
~ ,
~ ~
~ 1,01°9;721= _~ = 1,'0
38;4~1~9 -~`~.~
1.8°~0
~
713
850f~ +~ 860
707 z~ 520'6%~+
, ', r
. y,~ ;~
k.~` ,y..f
344
246-
366
802 E ~'~ ~
:%
, , 6 6
,
,_
F i ~ r:
t ^ r ~ -
r. ~~ ~ ..
~
r 44373~:~ '~28;041 f
36.8%~
yr~ 'G+ r» ~4 A.j F ~ r
~
1 §
c ~ s !
~ ~- ~ d ~.
~
t~ !~
`~ j '~ S{.~.. ~
~k' i >
Y..
: 2
122 X1
9 2
293;969' ~ 8~~%~
.
~, r G
,
, ;
OUT OF TOWN -
Retail
Lodging
Food &
Beverage
Utilities &
Other
Total
03/04 04/05 04/05
Ski Season Ski Season
..~~~~~~~~~~~ ,~.~~ic~uc~r~s ~,nange
~.
~'~' 166 334 ~ ~ 246
666 ~48 3%
,
Y
d e
35;,722;. ; ,35,,194 ,:r-X1.5°l0'
~. ~ ~:a i
.y~ ~{~ 5;;741 _.:.:.8;223 .;~.s ~4
32%
~
887;492" 1',032,304
~~. '~~` ~" 16:3%~
.9.
"~ 1,095289 = ~~ y~ 1~~32-2,387 . ,.. ~~20 :7°'o;t
~..,~~,,. s~ ~, ,r
2004/2005 Ski Season
TOTAL
03/04 04/05 04/05
Ski Season Ski Season
Retail
Lodging
Food &
Beverage
Utilities &
Other
Total
~.viiec~ivns ~.v~ie~iivns ~.nan e
-.
3,71,5,791 ~~-: 3;933,942 ~ 59%
3,65.0;427° ` ~ 3,919,455 7.4%
2,300,424. 2,322,935 1.0%
,~
~~~. ~~'~
,~;
.1,03.5,03..5. 1,165,560 12.6%
>.
10,701 `,677 11,341,892 6.0%
~~ .,
1
RETAIL SUMMARY
03/04
Ski Season
Collections 04/05
Ski Season
Collections 04/05
Change
FOOD 751,143 778,188 3.6%
LIQUOR 166,939 180,533 8.1%
APPAREL 448,663 480,325 7.1%
SPORT 1,607,414 1,700,517 5.8%
JEWELRY 162,674 ~ 166,560 2.4%
GIFT 79,556 79,313 -.3%
GALLERY 59,644 29,033 -51.3%
OTHER 434,766 514,043 18.2%
HOME 4,992 5,430 8.8%
OCCUPATION
TOTAL 3,715,791 3,933,942 5.9%
:J
MEMORANDUM
June 28, 2005
To: Vail Town Council
Stan Zemler
Pam Brandmeyer
Judy Camp
From:' Sally Lorton
Re: May Sales Tax
On the reverse side, please find the latest sales tax worksheet. I estimate I'll
collect another $25,000.00 in May sales tax to bring May collections to $455,432.00. If
so, we will be up 16.26% or $63,688.00 from budget and up 10.65% or $43,837.00 from
May 2004.
Attached please find two worksheets that report on the conference center tax
collection.
onth
994
995
996
997
998
999 Town of Vail
Sales Tax Worksheet
6/28/2005
2000 2001 2002
003
004
udget
CAange % Change
2005 Budget from hom
CoBecOOna Vadence 2004 Budget
^¢~..~ CAS. ~j~' «. .~'. ~~
f ~~'~~ d ~ `~~ N( .-~:. j ..~ ~'~., ~~ .~ ~ ,~`.' ..
January 1,805,707 1,894,597 1,935,782 2,052,569 2,115,359 2,066,459 2,034,529 2,210,547 2,073,481 1,997,091 2,225,841 2,118,488 2,270,335 151,847 2.00% 7.17%
Februa .1,814,495 1,816,107 1,993,389 2,089,673 2,153,121 2,021,486 2,223,670 2,366',321 2,281,833 2,111,163 2,362,825 2,248,865' 2,425,575 176,710
2.66°,6 7.86%
March 2',250,656 2,139,298 2,240,865 2,580,992 2,368,077 2,415,202 2,545,573 2,568,871 2,699,664 2,372,942 2,344,178 2,231,117 .
2,776,770 545,653 18.45% 24.46%
April 794,668 791,092 966,993 874,427 1,107,334 952,843 926,771 1,043,431 870,875 871;468 992,157 844,305 891,584 47,279 -10.149'0 5.60%
May 287,3
1
5 324,681 318,920 .329,783 382,718 370,864 388,121 448,234 414,248 428,919 411,595 391,744 430,432 38,688 4.58% 9.889'0
~(
~
b I.ci
Total 6.95[,841 5,965.775 7,155,939 7
.927,444 8,120,609 7.825.854 P118.F6a 8.637,403 8.34n,101 7,781,583 83ob51~ 7.334,51 8.79a,f~3B 9`0,177 5.50°i6 12.26°i6
-X1
:
F ~_4.
June
548,820
590,685
594,907
630,366
633,400
692,811
721,774
751,439
657,707
742,755
732,113
696,803 .
July _892,830 893,483 963,717 1,043,637 1,107,882 1,130,883 1,235,470 1,157,867' 1,044,966 1,075,532 1,128,514 1,074,085
August 691;566 867,125 990,650 1,v73,43v i,i83,926 1,050,004 1,038,516 1,124,275 1,084,318 1,029,446 994,445 946,482
September 725,205 645,902 630,453 637,831 735,608 806,600 817,313 747,766 713,574 679,208 757,033 720,521
October 408,405 461,791 413,573 472,836 516,531 536,204 547,201 486,570 484,425 508,092 532,537 506,853
November 594,491 611,147 601,208 707,166 656,596 582,260 691,445 571,783 642,293 591,269 623,646 593,567
December 1,992,855 1,994,5
4
0 .2
,068,851 2
,254,709 2,070,834 1,883,805 2,062,205 1,933,940 2,139,417 2,171,098 2,362,095 2,24
8
,170
._
y
~ ~
q f' tt
~~y
Total 13,007,013 13,030,448 13,719,308 14,747,419 15,030,386 14,509,421 15,232,588 15,411,044 15,106,801 14,578,983 15,466,979 14,621,000 8,794,696 960,177
onth 'Town of Vail
Conference Center Lodging Tax (1.5%IWorksheet
6/28/2005
2005 Budget
2003 2004 Budget Co/%ctions Variance ~
hange
from
2004.
Change
from
Budget
January 258,035 304,140 276,303 308,662 32,359 1.49% 11.71%
February 314,645 354,159 321,744 365,053 43,309 3.08% 13.46%
March 342,984 333,006 302,527 411,385 108,858 23.54% 35.98%
April 64,246 87,147 . 79,171 70,078 (9,093) -19.59% -11.49%
May 15,964 18,027 16,377 21,166 4,789 17.41% 29.24%
Total 995,874 1,096,479 996,122 1,176,344 180,222 7.28~s; 18.09°'0
June 54,153 56,662 51,476
:July 84;422 94,611 85,951
August 81,820. 82,900 75,312
:September 42,569.. 48,706 44,248
October 25,131 28,707 26,080
November 29,089 33,037 30,013
December 260,232 289,276 262,798
"7~.. J:
Total 1,573,290 1,730,378 1,572,000 1,176,344 180,222
onth Town of Vail
Conference Center Retail Tax (.5%) Worksheet
6/28/2005
2005 Budget
Zoos 2004 Budget Col/actions Variance
Change
tiom
2004
Change
/iom
Budget
January 233,274 267,013 245,637 271,299 25,662 1.61% 10.45%
February 250,236 283,480 260,830 290,865 30,035 2.61 °k 11.52%
March 283,013 284,547 258,952 333,373 74,421 17.16% 28.74%
April 99,694 115,624 109,419 104,171 (5,248) -9.91 % -4.80%
May 46,376 46,172 45,406 48,163 2,757 4.31 % 6.07%
Total 912,593 996,836 920,244 1,047,871 127,627 5.12°k 13.87%
June 83,981 83,918 80,741
July 122,562 130,300 124,611
August 119,843 115,092 109,760
September 78,107 87,126 83,472
October 57,330 ~ .60,325 58,721
November 67,602 71,641 68,792
December 253,449 276,725 260,659
Total 1,695,467 1,821,963 1,707,000 1,047,871 127,627
-~•~ ~~ ~~~~ li.~o rKUin:MUELLER INTERIORS 970-476-2800
s \,.o
70:4792157 P.1
June 24, 2005
Ref: At the cross-road...
To the Citizens of Vail
Anne Marie Perrin -Mueller
Dear Vailites.
The Renaissance of Vail, what does it mean to us?
Vail, my adopted Home is 43 years old, my Home Town of Chamonix, celebrated 11 Z
yeazs of skiing (1893-2005).
Chamonix has had several renaissances, most often to improve on what had been ruined
~r~ously, some of which cannot be reclaimed. All my Chamoniard friends
bemoan the transformation of their village into an Urban Valley, regretting the good old
days, asking themselves: why did they let it happen?
The most disturbing consequence is the brown cloud of pollution that blankets the town.
As seen from the mountain tops, the narrow valley traps the pollution, just as it will in
Vail.
I attended the Town meeting regazding the Crossroads building.
My conviction to speak about the problems of wbanization, have trumped my fears of
ridicule, as I suggested to the Council, to learn from the mistakes of Europe.
I spoke from my heart, and found out that IT can beat even faster than during a non stop,
River Ridge Run...
First to consider, aze the results of European polls on the most desirable Alpine. town to
spend one's vacation. Repeatedly the winners are towns who have preserved their Alpine
heritage, kept the architecture to a "human level", the opposite of city scale.
The past winner was Lech in Austria; all the runners-up are towns like Megeve France,
Aosta Italy, Zermatt Switzerland, all char
their web sites and compare to the city scapmes of Alp DnHuez Elaine gaud ECT.ok at
I ~ ine you are the traveler, what is your choice?
s
There, the local hotel owners have enlazged their buildings, respecting the traditions that
aze in their hearts, in then families past. You can immediately see the work of artisans;
the natural material used ECT... The Vail local owners have done the same.
The new comers are bringing city azchitecture, because of high density and higher profits.
The building proposed is based on the grid of city buildings, long vertical concrete panes,
and long horizontal concrete slabs, resulting in repetitive windows and large glass
expenses. The massiveness of it all is a total departure from the Alpine or Park ambience
that is so favored by ow visitors.
~uN-~,s-~b~i5 11:36 FROM: MUELLER INTERIORS 970-476-2800 T0: 4792157
I have seen it happen in Chamonix and it will mushroom in Vail: After all, a precedent is
not what the City Council can fight against.
I have been content to sit on the side line, but after the meeting which ended past
midnight, I could hardly attend to my own business the next morning. I want to say how
P~ `ecognize and appreciate the hard work of the city council, but we have to participate or
e se`.°! !
To the developers: I think the Crossroads Building should be redesigned, choose true
Alpine, choose Park, do the research in autheirticity, how each building could be
different, yet connected, think ofyour legacy, will you live in our town??.
As for size: The concrete plaza..is no trade off. It would, if it went deeper into the bulk,
surrounded with arched path ways, planted with trees and ;grass ECT...
Dear Friends of Vail. Be there at the next meeting. It is yoiur children's future. .
Most sincerely yours,
Anne Marie
Vail ~ wn Co it ~
®~The:.Yai] Trail
Vail Daily
Vail Preservation Council / A Good Idea!
P.2
TOWN OF VAIL
REVENUE HIGHLIGHTS
July 5, 2005
Sales and Related Taxes
In spite of construction activity during the month of May, sales tax collections continue to exceed
budget and all previous years. The 4% general sales tax for May is estimated at $455,432, up
16.3% from budget and 10.7% from last year. The next highest May was in 2001 with $448,243
in collections. Year-to-date through May collections estimated at $8.8 million will exceed budget
by 12.6% and last year by 5.8%. The next highest year-to-date also occurred in 2001 with
January through May collections of $8.6 million. The month of May is the smallest month of the
year for sales tax, generating less than 3% of full year collections.
With no activity in the month of May, lift tax for the first five months of 2005 remains at $2.1
million, an increase of 7.5% from 2004, which was also the previous highest year. Lift tax
revenue for the 2004/2005 ski season was $2.6 million, an increase of 7.1% over the 2003/2004
season, which was also the previous high.
Conference center sales and lodging taxes also continue to be favorable with total conference
center taxes for May of $69,329 up 12.2% from budget and 7.9% from last year and total year-to-
date conference center taxes of $2,224,215 up 12.2% from budget and up 6.3% from last year.
Construction Permit Fee Revenue
This revenue category includes building, electrical, mechanical, plumbing, and sprinkler permit
fees. Through June 29, $520,222 in construction permit fees has been collected compared with
$301,930 for the first six months of last year. Four major projects, One Willow Bridge Road,
Sonnenalp Resort (20 Vail Road), Gore Creek Place, and Forest Place account for $225,201 of
the revenue to date. The full year budget for construction permit fees is $2.2 million including
$1.7 million for major redevelopment projects. Major projects with applications submitted or
permits already issued are expected to generate $1.2 million of revenue this year. An additional
$.5 million will need to come from new projects such as Manor Vail, Four Seasons, and
Crossroads to meet the budget for this line item.
Real Estate Transfer Tax (RETT)
RETT collections through the end of June are $3.1 million compared with $1.8 million through
the end of June last year. Over $1 million was collected from real estate sales related to major
transactions (over $10 million selling price) including: sale of the Chateau to the Four Seasons
developer; continued sales of Crossroads units to the developer; sales to the public of Vail
Mountain Lodge timeshares; sales to the public at Founders' Park Garage; and sale of the Vail
Marriott. At this point last year, major projects had generated $271,816. Transactions of less
than $10 million selling price are up 36% over last year.
050705 Revenue Highlights for Info Update - 1 -
Village Center Commercial
Fred Hibberd
400 N.W. Ridge Road
Jackson, WY 83001
(307) 733-7327
Fax: (307) 733-1465
RE: Crossroads East One, LLC Proposed Development
To: The Vail Town Council and Mayor of the Town of Vail
Date: July 21, 2005
We would appreciate your review of the following prior to any recommendations for approval of the
Crossroads Development project.
References aze made to azchitectural drawings and to the Memorandum addressed to the Planning &
Environmental Commission from the Community Development Department. Dated April 25, 2005.
ACTUAL BUILDING HEIGHT:
There seems to be a difference of opinion on how high Crossroads would be. By scaling and using the
available drawings' they show that the Retail Plaza Level in the South Elevation starts at 8,165.34 feet above
sea level. The highest point on the ridge above proposed condominium units 74 & 75 is 8,278.91 feet above
sea level. The difference is 113.57 feet. The Memorandum discusses in several places a maximum height of
99.9 feet historic grade. When a measurement is taken from top to bottom on the South elevation plan,
Historic Grade or not, the building is 113.57 feet high. This is what would be seen when viewing from East
Meadow Drive.
Another comparison would be One Willow Bridge Road currently under construction. Maximum height at
the peak is 8,210 feet above sea level. In comparing the two, Crossroads would be 68.91 feet higher.
On page 18 of the Memorandum, height above 38 feet is indicated as a deviation from prescribed
development standards. On page 20 of the Memorandum in the fourth pazagraph line 7, the sentence says,
'Copies of Drawings Enclosed
Page 1 of 4
Quote: "However, staffbelieves that the deviation in height is offset by the development potential lost by
proposing a 24,130 square foot public plaza (Vail Village Master Plan recommends a public plaza in this
location) and the other public benefits. Yet, there is no requirement in the Vail Village Master Plan to give
away extra height. Building a 24,130 square foot public plaza should not be a problem since 25% (28,782.25
sq. ft.) of the total site area is to be left as open space, (page 18 of the Memorandum). The proposed
structure is an additional 75.57 feet above the 38 feet allowed under Commercial Service Center zoning.
Even under SDD guide lines (page 20 of the Memorandum, paragraph S, line 11) it talks about, quote: (the
recommended maximum height in the Master Plan of 78 feet).
RECOMMENDATION: Set a Maximum Height Limitation at 78 Feet.
GROSS RESIDENTIAL FLOOR AREA (GRFA):
Crossroads is presently zoned CSC -Commercial Service Center. The maximum GRFA allowed for the
115,129 square foot site is 46,051.6 squaze feet.
The applicant wishes to build 210,054 squaze feet -Residential Condominiums which is 4.56 times the
46,051.6 square feet currently allowed under CSC Zoning. The major flaw in the Special Development
District (SDD) is how much to deviate from the prescribed development standards mentioned on page 18 of
the memorandum. When the Austria House was built, the new GRFA allowed, was two times the current
zoning and One Willow Bridge Road currently under construction is about the same. These two buildings
do not endanger Vail's Character, but if they were twice the size, they most certainly would.
This is where Crossroads as presently planned is breaching the scale of the other buildings in the
neighborhood, Austria House, Village Center, One Willow Bridge Road, and Village Inn Phase III.
RECOMMENDATION: Reduce the GRFA of 210,054 square feet to the same scale as the existing
neighborhood buildings -approximately 105,054 squaze feet. This still allows for an additional 60,000
square feet of commercial space and the required parking.
Page 2 of 4
DENSITY:
Under the CSC zoning 18 units/acre or 47.5 dwelling units aze allowed. However, it should be noted that the
47.5 DU cannot average lazger than 969.9 square feet each. The limitation is the 46,051.6 squaze feet
GRFA, (Page 18, of the Memorandum). The average proposed squaze footage of the 75 Crossroads
condominiums is 2800.72 square feet, 210,054 squaze feet divided by 75 units.
By dividing the maximum GRFA allowed under CSC 46,051.6 by 2800.72, 16.44 units would be allowed
and 75 DU are being requested, an additiona158.56 units or 164,002.4 squaze feet of building.
RECOMMENDATION: With the average size of the proposed units at 2,800.72 sq. ft. times 37.5 units, the
total condominium square footage would be 105,054 sq. ft. This is more than double the 46,051.6 square
feet allowed under present zoning.
SET BACKS:
On page 18 of the Memorandum, it talks about a 20-foot setback required on The Frontage Road, Westside,
Eastside and Front Meadow Drive and any change to allow building within the set backs constitutes, quote:
deviations from the prescribed development standards.
On the Frontage Road if the project is built as presently designed, it will have 10,000 plus sq. ft. of
condominium encroachment within the North set back line, 6,700 sq. ft. within the East and South East
setbacks and 750 sq. ft. in the South set back lines for a total of 17,450 sq. ft.
RECOMMENDATION: To Reduce the Overall Mass, Density and Bulk, the Structure Cannot Encroach
into the Twenty Foot Setbacks.
LANDSCAPING:
It appears as though more landscaping is offthe property and on public land than landscaping on the site.
20,025.8 square feet is required under CSC Zoning and 12,200 square feet is provided for according to the
plans. This is a lazge deficiency and the neighborhood should not be deprived of adequate landscaping from
Page 3 of 4
its new neighbors. Landscaping is a huge component towazds Vail's success.
Of the landscaping off the property2 there aze some troubling issues. On the East & South East side of the
property, landscaping has been pushed outside the property lines into the public right-of--way. This, most
certainly will affect traffic movement, especially lazge trucks headed to unload in the new One Willow
Bridge Road project. The plan shows traffic having to make a 90° right hand turn in order to circum navigate
the landscaping shown in the right-of--way.
RECOMMENDATION:
The Town of Vail should not deplete its valuable right-of--ways. Traffic flow is an on going planning process
and any land given up now is gone forever.
SUMMARY:
Since the Vail Village Master Plana recommends a public plaza.. Some credit in extra condominium
construction should be considered for this. What does not make sense is, to sacrifice a building of
reasonable scale for one twice the size, for perceived public benefits. If, doubling the size, is what the cost
would be for the public benefits then the public benefits should be reduced or eliminated. It is essential that
the Chazacter of Vail be preserved and this Character cannot and should not be for sale.
Thank you for the opportunity to address this subject.
Very Truly Yours,
~~~~~
Fred Hibberd and The Village Center Shops
122 East Meadow Drive, Apt # 1
Vail, CO 81657
Zsee Landscape Drawing
3T'he Master Plan does not attempt to add additional financial burdens upon the developer such as a skating rink.
Page 4 of 4
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ARCHITECTS
' MARCH 28, 2005
ANN REILLY BISHOP
ATTORNEY AT LAW
June 30, 2005
Mr. Russ Forrest, Director,
Community Development
75 South Frontage Road
Vail, Colorado 81657
Re: Crossroads Special Development Application
Deaz Russ,
I write to request an informational meeting with the staff person responsible for the
Crossroads project, presumable Warren Campbell, so that we can develop an
understanding of the changes being proposed by the developer. This meeting needs to
occur promptly so as to give us a meaningful opportunity to meet with the developer
I have not heard from anyone in your office since the June 21St, 2005 meeting before the
Vail Town Council,. When Iran into you on Monday, June 27~', 2005, you said you
would "let me know." These matters aze extremely important to us and I would
appreciate a prompt response so that we may be better able to work cooperatively with
the Town Staff as well as the developer.
Sincere ,
• /
Ann R. Bishop
Cc: Vail Town Council Members
POST OFFICE BOX 820 ^ VAIL, COLORADO 81658
(970) 476-4501 ^ FAX (970) 476-4490 ^ E-MAIL ABISHOP@VAIL.NET
h5~~
.~ 7
July 3, 2005
Dear Vail Town Council,
As a resident of the town of Vail and a Vail Village
business owner, I would like to recommend that you
renew the Visitor Center contract for The WCTB.
The WCTB has been a great supporter of Verbatim
Booksellers and all businesses in the area. Their staff is
knowledgeable, friendly and help guests & businesses
above and beyond the call of duty.
An example of this was while Verbatim was closed
during the off season, one staff member tracked me down
in New York City to help Verbatim get a very large book
order (65 books at $49.95 each) for a guest that was
having a party and wanted to give her guests Yail
Triumph of a Dream as a gift.
After traveling around the country for 2 months this
spring, visiting many communities large and small, resort
and non-resort, I must say that Vail's Visitor Center is
one of the best in the country.
With all the construction and havoc in our community,
please allow the WCTB with a proven track record to
continue to run the Visitor's Center.
Thank you for you time,
Sincerely,
o ert 's Aikens
Verbatim Booksellers, owner
books•music•gifits
g70-y76-~0~~
Robert H Aikens
Head G u r u
Barbara Ruh
Countess or Numbers
100 Easr Meadow
Vail Village Plaza•Vail•CO.81657
Behind Alpenrose Reslauranr
416 VAIL VALLEY DRIVE
PHONE (970) 476-5646 VAIL, COLORADO 81657
July 18, 2005
Vail Town Council
75 S. Frontage Road
Vail, CO. 81657
Dear Council Members
~'~ It has been brought to our attention that Dominic Mauriello of the Mauriello Planning
Group has approached the Town with the concept of adopting 56 feet as a standazd for
building height replacing the former standard of 36 feet. Had this idea been broached
previously, we may not have been in favor of an increase. However, at this stage of
Vail's Renaissance, we wish to shaze our supportive thoughts with you.
FAX (970) 476-0301
The Tivoli Lodge which has a direct impact on our building and is at 56 feet in height,
has turned out to be an attractive structure. Although large in mass, it is well done and a
good addition to the Vail Village. We have not found the structure to be detrimental to
the Rams Horn. It is conceivable that other older buildings in the same neighborhood
could benefit from a change in height standazds and make it possible for them to enhance
their properties. It seems that such a change in standards would simplify the
development review process thus giving the Panning and Environmental Commission as
well as the Town Council more time to focus on other pertinent issues related to the
renovation of Vail and some of its older structures.
We believe Dominic Mauriello intends to pursue this issue with the town and we would
be in support of such a change that would be more in line with construction being done
and potential projects.
Sincerely
~O e,'C~^ c
Ron Pressman, President
Rams Horn Board of Directors